Position Details
About this role
Senior IT Product Support Analyst provides end-to-end application support, incident management, and collaboration with product teams, Service Desk, and infrastructure to deliver stable IT services.
Key Responsibilities
- Provide end-to-end application support by investigating, diagnosing, and resolving complex system issues
- Manage incidents and problems, including root cause analysis and post-incident reviews
- Monitor, maintain, and configure applications to ensure stability and optimal performance
- Collaborate with business units, Service Desk, and infrastructure teams to deliver high-quality support
- Maintain ServiceNow queues, prepare service reports, and update knowledge base documentation
Technical Overview
Hands-on application support in enterprise systems, incident management, ServiceNow handling, SQL and Oracle scripting, Windows/UNIX environments, on-call readiness.
Ideal Candidate
The ideal candidate is an experienced IT product support professional with 3-5 years of Level 2/3 support, strong incident management and knowledge base skills, and readiness for hybrid work in Kuala Lumpur.
Must-Have Skills
Nice-to-Have Skills
Required Skills
Hard Skills
Soft Skills
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