Application Support Specialist - Malaysia

Key responsibilities

Handle complex incident management

Monitor and manage day-to-day service operations to ensure the smooth functioning of systems and processes

Coordinate with internal teams and external vendors to manage service requests, incidents, problems and ensure adherence to SLAs

Analyse operational data to identify trends, bottlenecks, and areas for improvement in service processes

Develop and maintain operational procedures to enhance efficiency and minimize service disruptions

Collaborate with technical teams to address product-related service issues and recommend improvements

Conduct root cause analysis for recurring incidents and work with problem management or expert service improvement on findings root cause to implement solutions

Ensure documentation is up to date for all operational processes, incidents, and service management workflows

Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency

Require working in rotating duty shift to support customers 24

• 7.

Minimum 3-5 years’ experience in the application / system support domain (SAAS). Must have dealt directly with external customers delivering to SLAs.

Operating System : RHEL 8 / 9, RHEL HA, Windows Data center 2019 / 2022 with clustering

Virtualization : Esxi, VMWare vSphere 8, VMware vCentre, VMware SRM Standard

MQ : MQ v9, MQ IPT, MQ Clustering, IBM License Manager

Monitoring tools : Dynatrace

Other Technologies : Docker, Kubernetes, Ansible, ForgeRock, Elasticsearch, Kibana

Scripting knowledge – Python, Shell, Perl

Airline experience and / or ATI know-how - preferable

IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.

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