Job Summary
We are seeking a detail-oriented and proactive Production Support Analyst to manage and follow up on incident tickets raised in our production environment. The primary focus of this role is to ensure that all incidents are tracked, escalated as needed, and resolved in a timely manner, while keeping stakeholders informed throughout the process. The ideal candidate will act as the central point of coordination for issue resolution.
Key Responsibilities
- Monitor and manage incoming production incident tickets across applications.
- Use monitoring tools and system alerts to proactively identify issues.
- Ensure all tickets are updated with the latest information and followed up regularly until resolution.
- Coordinate with teams (e.g., development, DevOps, QA) to facilitate root cause analysis and issue resolution.
- Escalate critical or high-severity incidents appropriately to ensure timely resolution.
- Maintain accurate and up-to-date records of incident status, actions taken, and closure notes.
- Verify issue resolution with users or stakeholders before ticket closure.
- Generate regular reports and dashboards on ticket trends, open/closed status, and SLA compliance.
- Participate in incident review meetings and post-incident analysis discussions.
- Support the implementation of process improvements to reduce incident recurrence.
Requirements
- 1–3 years of experience in a level 2 production support or application support role.
- Strong organizational and communication skills with a customer-focused mindset.
- Experience with ticketing systems such as ServiceNow, Jira or similar.
- Basic understanding of IT systems and infrastructure components.
- Ability to work under pressure and manage multiple priorities.
- Detail-oriented with a focus on following through and closing tasks.
- Willingness to learn and adapt to new technologies.
Nice to Have
- Experience working in ITIL-based environments.
- Experience applying debugging techniques in software applications to identify and resolve issues.
- Knowledge of monitoring tools (e.g., Dynatrace, CloudWatch) is a plus.
- Exposure to cloud environments (AWS, Azure, etc.)
At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers, and we want our employee base to reflect that.
Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.
With the above in mind, we accept applications from everyone regardless of your background, beliefs, or culture.
We are committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity.
So, make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.
You are the heart & soul of Zurich!
At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. We’re proud to have earned Great Place To Work® Certification™. Our company culture is our top priority! #GPTWcertified
Let’s continue to grow together!
Location(s): MY - Kuala Lumpur
Schedule: Full Time
Remote: Hybrid
Recruiter name: Caroline Anne Louis
