Senior Application Support Engineer: Production Stability & RCA

Niaga Prestasi; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Jora Malaysia is seeking a Senior Application Support Engineer in Kuala Lumpur, Malaysia to ensure stability, availability, and performance of business-critical applications. The role covers production support, incident management, RCA, and collaboration with developers, infrastructure, and vendors.

Ideal candidates have 5–8+ years in application support, strong L2/L3 experience, SQL proficiency, and familiarity with REST APIs and system integration.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Software Engineering, or related field.
• 5–8+ years of experience in application support or production support.
• Strong experience in L2/L3 application support.
• Hands-on experience with incident, problem, and change management.
• Strong troubleshooting and root-cause analysis skills.
• Good understanding of SQL and relational databases.
• Experience analysing application logs and troubleshooting system issues.
• Knowledge of REST APIs and system integrations.
• Experience with monitoring and ticketing tools such as ServiceNow, Jira, Azure DevOps, or similar.
• Good understanding of SDLC and software release processes.
• Strong communication and stakeholder management skills.
• Ability to work independently and handle production-critical issues under pressure.
• Experience supporting enterprise applications and high-availability systems.
• Knowledge of Linux/Unix and Windows environments.
• Experience with application monitoring tools such as Splunk, Dynatrace, AppDynamics, ELK, or similar.
• Experience with API troubleshooting and integration support.
• Exposure to cloud environments such as Azure or AWS.
• Basic scripting knowledge in PowerShell, Python, Shell, or similar.
• Experience with CI/CD and DevOps environments.
• Knowledge of ITIL practices and incident/problem management.
• Experience working with microservices, containers, or distributed applications is an advantage.

Responsibilities

• Provide L2/L3 application support for production and business-critical systems.
• Monitor application health, performance, availability, and system alerts.
• Investigate and troubleshoot application incidents and service requests.
• Perform detailed root-cause analysis for recurring and critical issues.
• Analyse application logs, system behaviour, database queries, and error messages.
• Coordinate with development, infrastructure, database, and vendor teams to resolve complex issues.
• Manage incidents according to agreed SLA and priority levels.
• Support application deployments, releases, patches, and post-production validation.
• Perform production verification and health checks after deployments.
• Support problem management and identify opportunities to prevent recurring incidents.
• Maintain technical documentation, support procedures, troubleshooting guides, and knowledge bases.
• Assist with application performance monitoring and optimisation.
• Support UAT, SIT, and production readiness activities when required.
• Participate in incident escalation and provide timely updates to stakeholders.
• Support after-hours or on-call activities when required.

Skills

L2/L3 application support

Production support

Incident management

Root-cause analysis

SQL

REST APIs

System integration

ITIL

SLA management

DevOps

CI/CD

Cloud (Azure/AWS)

Education

Bachelor's Degree in Computer Science

Information Technology

Software Engineering

Tools

ServiceNow

Jira

Azure DevOps

Splunk

Dynatrace

AppDynamics

ELK

PowerShell

Python

Shell

CI/CD

Job description

Jora Malaysia is seeking a Senior Application Support Engineer in Kuala Lumpur, Malaysia to ensure stability, availability, and performance of business-critical applications. The role covers production support, incident management, RCA, and collaboration with developers, infrastructure, and vendors.

Ideal candidates have 5–8+ years in application support, strong L2/L3 experience, SQL proficiency, and familiarity with REST APIs and system integration.