Job Description:

Posting Title: Application Support (L2)
Job Description:
We are looking for a proactive and dynamic professional to join our Application L2 support team to
provide maintenance and support for a mission critical system.
Training & mentorship will be provided on SOPs, ITSM and usage of Monitoring & Investigation tools.
Roles and Responsibilities:
 Provides day-to-day application support for reported production issues and resolve within the
stipulated Service Level Agreement (SLA) as per classified severity; not limiting to the following:
- Knowing and understanding the issue,
- Investigate and perform analysis to determine root cause(s),
- Provide corrective and preventive solution,
- If required, escalate case to L3 or technical support for further investigations,
- Ensure successful and timely completion of application batch jobs,
- Propose improvements to address recurring issues and
- Close monitoring gaps.
 Support implementation of changes in accordance with the standard operation procedures to
ensure smooth rollouts / deployments,
 Identify opportunities for automation to minimize manual task and
 Provides after office hours standby duty support where allowances, off-in-lieu or equivalent will be
given as per required:
- One week of standby duty for every one to two months,
- Ad-hoc activation to be onsite for urgent production issues and
- There may also be occasions whereby support duties are required outside of working hours /
public holidays for a short-term basis upon clients’ requests.
Requirements:
 Strong problem investigation and solving skills,
 Has an analytical mindset and able to understand business and functional concepts,
 Proactive and self-driven and able to work under pressure with a high sense of urgency,
 Basic knowledge of Java programming and has some hands-on coding experience,
 Possess SQL knowledge and able to construct basic SQL queries,
 Able to understand and grasp concepts of users’ interfaces, client-server environment, web
technology, operating systems (Unix & Windows), database and middleware,
 Ability to work effectively both independently & within a team,
 Good communication skills for interaction with both internal and external stakeholders of all levels
(Internal teams, clients, external / other 3rd party vendors and management),
 Experience with writing scripts for automation will be an advantage and
 Experience working with IT ticketing systems will be an advantage.
Qualifications:
- Minimum Diploma in IT related discipline
- 1 year or more working experience in IT industry

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