Application Support Engineer

Chubb Taman Wilayah, Federal Territory of Kuala Lumpur, Malaysia

Overview

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Responsibilities

• Provide, improve, and enhance stability of supported IT applications to business operations by reducing tickets through root cause analysis and permanent fixes.
• Monitor application service level compliance, help reduce risks, define mitigation plans, and assist in resolving issues when required.
• Ensure that tickets are formally closed and, where appropriate, review and record lessons learned.
• Adhere to compliance policies and enforce operating procedures.
• Drive operational excellence of business-as-usual processes.
• Provide regular and accurate reports to stakeholders as appropriate.
• Prepare achievable improvement plans and track activity schedules.
• Participate in the planning and coordination of Change Requests and fixes to production, including regression testing.
• Participate in the planning and coordination of regular product releases / enhancements.
• Coordinate knowledge transfer for production releases between project / dev and support teams.
• Identify, assess, and manage risks to the success of business-as-usual processes.
• Collaborate with local and international support groups for incident and request task escalation.
• Act as incident manager and communicate outages to relevant stakeholders and management.
• Work closely with regional / global incident managers and service management to report all P1 and P2 incidents.
• Develop and enhance appropriate processes and procedures.
• Analyze recurring incidents and requests and propose permanent solutions / best practices.
• Maintain the ServiceNow ticketing system, Service Catalogue guidelines, and procedure documentation.
• Adopt Agile practices as part of the support process in line with regional / global standards.
• Ensure security and audit compliance for all support deliverables.

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