IT Product Support Senior Coordinator

We are seeking a talented individual to join our IT Product Support team at Marsh & McLennan Asia Business Services (MMABS). This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working as per respective team's arrangement.

IT Product Support Senior Coordinator

The key responsibility is to provide high quality support to the Operations business across the Pacific Region.

We will count on you to :

• Manage to investigate, triage, diagnose and resolve complex application issues reporting in the company's incident management and tracking tool
• Provide users with best practice communications, guidance, and other appropriate support until tickets are resolved
• Managing and coordinating escalations to other AMS teams and Major Incident Management teams
• Determines escalation if unable to resolve
• Works closely with Tier 1 team as well as Tier 3 project teams
• Re-assigns misrouted tickets or notes and escalates them to the appropriate service desk if the correct assignment is unknown
• Supporting additional Global and Pacific local applications that will be coming online later in the year under the project
• Ensure all relevant implementation, support and change management processes are adhered to,
• Provide support during core hours and additional support for business critical application during non-core hours.
• Provide service reports, management summary and IT related documents

What you need to have :

What makes you stand out :

Why join our team :

Marsh McLennan (NYSE : MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses : Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit , or follow on LinkedIn and X.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex / gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.