We are looking for Application Support Analyst(s) to join our team to support and maintain Application Support and Operations. Responsibilities include but not limited to:
Request, Incident & Problem Management
Analyse, troubleshoot and resolve incidents and support queries raised by business users
First point of contact (L1 and L2) for any incidents, request and support queries
Ensure tickets (both internal and vendor tickets) are updated with correct details
For tickets which needs to be escalated to vendors, monitor and promptly follow up with vendor for end-to-end ticket closure. Ensure prompt communications with users for incidents and queries updates
Complete root cause analysis, update Process Design Documentations and RCA Report
Operations
SLA management and reporting
Perform routine review of the Services/RPA/Interfaces and ensure it is running successfully
Support maintenance activities such as arranging for downtime, resumption and update stakeholders on the status
Perform configuration changes
Support Testing activities (eg. perform IT testing, prepare test scripts, coordinate with stakeholders and track the progress)
Perform routine health check of the applications
VA issue list tracking and remediation efforts
Update documentations and knowledge portal. Update specifications and SOPs as needed
REQUIREMENTS
Bachelor Degree in Information Technology or equivalent
Knowledge and Certification of Best Practices of IT Operations e.g. ITSM ITIL
Strong communication skills, ability to converse in English
Minimum 1 year of similar experience of being an IT Application Support Analyst
Virtual collaboration experience is required
