Senior System Support Analyst

MyDIGITAL Corporation; Cyberjaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology solutions provider in Cyberjaya is seeking a Senior System Support Analyst to oversee IT operations, ensuring systems are stable and reliable. This role involves working closely with the IT Operations Manager to support service delivery and coordinate activities across project teams. Candidates should have a Diploma or Bachelor’s in IT and 3–5 years of relevant experience, along with strong communication and coordination skills. This position includes responsibilities for operational documentation and assisting the Helpdesk team.

Qualifications

• 3–5 years of experience in IT operations or system support roles.
• Experience supporting production systems and working with multiple stakeholders.
• Good understanding of IT operations and support processes.

Responsibilities

• Support and execute IT operational activities as directed.
• Assist in day-to-day IT operations and planning.
• Ensure systems and services are operationally ready.
• Act as a coordination point for Helpdesk issues.
• Coordinate operational requirements for projects.

Skills

IT operations

Coordination

Communication

Documentation

Issue analysis

Education

Diploma or Bachelor’s Degree in Information Technology

Job description

Overview

The Senior System Support Analyst supports the administration, maintenance, and delivery of IT operations to ensure stable and reliable systems in accordance with established standards and procedures. The role works under the direction of the IT Operations Manager, providing operational support and coordination across IT Operations, project teams, and the Helpdesk team. The position acts as an escalation and coordination point to support effective IT service delivery.

The role reports directly to the IT Operations Manager and carries out duties and directions as assigned.

Responsibilities

• Support and execute IT operational activities in line with directions set by the IT Operations Manager.
• Assist in day-to-day IT operations and operational planning activities.
• Ensure systems and services are operationally ready and aligned with defined standards and procedures.
• Act as an escalation and coordination point for issues raised by the Helpdesk team.
• Coordinate operational requirements for projects, including handover, access provisioning, and documentation.
• Maintain operational records related to user access, onboarding/offboarding, and IT assets.
• Maintain and update operational documentation, call trees, and escalation matrices.
• Participate in internal audits and operational reviews, ensuring required documentation and evidence are available.

Requirements & Qualifications

• Education: Diploma or Bachelor’s Degree in Information Technology or a related field.
• Experience:
• 3–5 years of experience in IT operations or system support roles.
• Experience supporting production systems and working with multiple stakeholders.
• Good understanding of IT operations and support processes.
• Strong coordination, communication, and documentation skills.
• Ability to analyse issues and support operational problem resolution.

Added Advantages

• ITIL Foundation or relevant IT service management certification.
• Experience in enterprise or regulated IT environments.