System Maintenance Analyst - Real-Time Ops & Support

Agytek Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Agytek Digital Sdn Bhd in Kuala Lumpur is seeking an Analyst, System Maintenance (Executive Level) to maintain and optimize core business systems such as WMS/TMS/CRM/MES, ensure high availability, and provide technical support to users across departments.

You will monitor, triage incidents, perform troubleshooting, document processes, deploy updates under supervision, and act as a liaison between business users and development teams, with a focus on SLAs and reliable system operations.

Qualifications

• Bachelor’s Degree in IT, Computer Science, Information Systems, Software Engineering, or related field.
• Experience with system monitoring tools, ITSM platforms (ServiceNow, Jira).
• Minimum 2–4 years of experience in IT Operations, Application Support, System Support, or similar role.
• Strong problem-solving abilities and excellent communication skills.
• Experience in manufacturing or logistics industry.

Responsibilities

• Monitor core business systems in real-time and track health KPIs.
• Respond to alerts and user-reported incidents via tickets/phone from business users.
• Troubleshoot and perform initial diagnosis; restore common operation issues.
• Process user service requests within ITSM system (accounts, data maintenance, inquiries).
• Adhere to SLAs for timely response and resolution of incidents and requests.
• Under guidance, perform application deployments in test/production environments.
• Document incident handling steps and maintain/update knowledge base and SOPs.
• Escalate complex issues to L2/L3 or development teams with accurate details.
• Act as a bridge between business users and development teams for clear communication.

Skills

System monitoring

Incident management

Customer service

Communication skills

Education

Bachelor's Degree in IT/CS/IS/SE

Tools

ServiceNow

Jira

Job description

Agytek Digital Sdn Bhd in Kuala Lumpur is seeking an Analyst, System Maintenance (Executive Level) to maintain and optimize core business systems such as WMS/TMS/CRM/MES, ensure high availability, and provide technical support to users across departments.

You will monitor, triage incidents, perform troubleshooting, document processes, deploy updates under supervision, and act as a liaison between business users and development teams, with a focus on SLAs and reliable system operations.