Main accountabilities
- Provide Level 2/3 technical support for business applications, investigating and resolving complex issues while maintaining service level agreements
- Monitor application performance and system health, implementing preventive measures to minimize downtime
- Collaborate with development teams to troubleshoot software/application issues and implement solutions
- Manage and track support tickets through their lifecycle using IT service management tools
- Create and maintain technical documentation, including standard operating procedures and troubleshooting guides
- Participate in change management processes and assist with application upgrades and patches
- Support regular testing activity, ensuring product knowledge is kept up to date
- Conduct root cause analysis for recurring issues and implement long-term solutions
- Support end-users through training, demo and documentation to improve application usage
Experience & Attributes
- Minimum 3 years of experience as Application Support Analyst or relevant role.
- Experience with SQL fundamentals and basic query writing
- Experience with Postman for API testing and management
- Experience with JSON/XML data formats
- Equip with sFTP/FTP protocol knowledge and implementation
- Experience with REST API understanding and troubleshooting
- Experience with HAR file analysis and debugging
- Tools & Technologies: JSON (mandatory), XML, HAR file analysis, SFTP understanding, Pupeteer/other automation tools.
- Good to have skills: Ms Azure Basic (Service health check/Monitoring), Fiddler for network traffic analysis, Puppeteer/similar for headless browser automation, SoapUI for API testing and validation.
- Detail-oriented approach to problem solving and documentation
- Exceptional time management abilities
- Strong expectation management skills
- Clear and effective communication (written and verbal)
- Strong analytical and problem-solving mindset
- Capacity to work under pressure and handle multiple priorities
- Ability to work effectively in a team environment
Important Notes:
· This role requires a weekly rotational shift to support the UK and Mexico countries, with the following shift patterns: 8 AM – 5 PM, 10 AM – 7 PM, 12 PM – 9 PM, and 5 PM – 2 AM. Please apply only if you can commit to this rotational shift schedule.
Job Types: Full-time, Permanent
Pay: RM4,000.00 - RM6,000.00 per month
Benefits:
- Additional leave
- Dental insurance
- Free parking
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance
- Work from home
Schedule:
- Afternoon shift
- Day shift
- Early shift
- Evening shift
- Monday to Friday
- Night shift
- Rotational shift
Supplemental Pay:
- Performance bonus
Application Question(s):
- Are you able to commit to the weekly rotational shift schedule?
- What is your expected salary?
- Are you legally authorized to work in Malaysia?
Experience:
- Application Support: 2 years (Required)
- SQL fundamentals and basic query writing: 2 years (Required)
- Postman for API testing: 2 years (Required)
- JSON/XML data formats: 2 years (Required)
Work Location: In person