GTCBIB - CeCS - Application Support - AVP


  • Kuala Lumpur
  • Permanent
  • Full-time
  • 1 month ago
The role of the Level 2 Support is responsible to receive and assess incident escalated from L1 support. He/she is also responsible to ensure quality assurance and closure of incident ticket. L2 support is also responsible to ensure that all support activities adhere to the agree Service Level Agreements (SLA)

Key Responsibilities *
  • The Level 2 Support will oversee the execution of Level 2 scheduled and unscheduled tasks and job monitoring.
  • Perform troubleshooting, break/ fix, configuration issues and application installations that are more complex and requires a level of expertise or those that are unable to be resolved by L1 Support.
  • Troubleshoot problems raised by the Business Units including problems such as statements not received, report errors, certain system functions are not working and system access issues.
  • Responsible to route to vendor via HPQC for vendor managed issues.
  • Evaluates, defines and performs incident resolution for incidents that does not require deployment support from developers.
  • Routes resolved incidents to testers/users for testing.
  • Ensure that the analysis of application failures / problems are carried out and provide resolution to mitigate/ address them.
  • Monitor incident ticketing queues, acknowledge tickets and assign incidents to analysts for resolution per Service Level Agreement (SLA).
  • Report incident resolution progress to impacted stakeholders per Service Level Agreement (SLA).
  • Overall batch maintenance performed and batch failure are supported by the team.


(Basic Degree/Diploma etc)

Bachelor’s Degree in Computer Science, Information Technology or related discipline

Professional Qualification and/or Regulatory, Licensing requirements

Relevant Work Experience
  • Minimum 5 years of IT support operations in large commercial, service-based or vendor organisation or financial institution
  • Background in IT Application Management and/or software development.
Required Competencies and Skills *


(Essential to succeed in this job)

Technical Competency
  • Experienced in Open source platform component such as Apache, JBoss, Weblogic and Websphere
  • Experience in Windows Server, Unix, and Linux OS environment.
  • Experience in MSSQL and Oracle database.
  • Technical background in IT infrastructure, networking, software development, security.
  • Microsoft Office (Microsoft Excel, Microsoft PowerPoint, Microsoft Word).
  • Knowledge in Contact Center/ Fraud Management/ Risk Management related business and technology such as etcAvaya, Aspect, Actimize, FALCON
  • Experienced with ticketing tools for Incident management, KEDB, Change management tools such as HP-ITSM, JIRA, Pregine, BMC tools (Remedy/Patrol)
Personal skills (Soft Competencies [Core/Leadership])
  • Highly result oriented and can work independently.
  • Good analytical, technical, written and communication skills.
  • Display drive to complete the assignment.
  • Good analytical, technical, written and communication skills.
  • Ability to work in the team.
  • Must have had application support experience.
  • Must have strong business facing skills in a highly pressured environment.
  • Must have good team skills and collaborative approach to problem solving.


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