705 l2 Support jobs in Malaysia

Overview

We are one of Asia’s leading financial institutions, known for innovation and impact across the region. We’re excited to share that we’re looking for a Senior Technical Analyst to join our growing tech team and play a key role in supporting and enhancing our enterprise systems.

• Deliver technical support to internal teams and external clients when required.
• Assist in system integration efforts across platforms and applications.
• Manage the ticketing system and maintain a comprehensive database of queries and resolutions.
• Keep technical documentation and procedures accurate and updated.
• Proactively identify, investigate, and resolve technical issues.
• Collaborate with stakeholders across local and international teams for smooth coordination.
• Develop and execute maintenance plans and upgrade schedules for enterprise systems.
• Work extensively with Linux-based infrastructure.
• Provide 24/7 rotational standby support to ensure system reliability and uptime.

• Bachelor’s degree (or higher) in Computer Science, Computer Engineering, IT, or related discipline.
• Skilled in scripting languages such as Shell (Bash), PowerShell, and Python.
• Proven background in application support engineering within a related industry.
• Hands-on experience in code migration, configuration documentation, and performance monitoring.
• Strong capability in troubleshooting application errors and implementing fixes.
• Ability to stay updated with evolving trends in application architecture and design.
• Excellent verbal and written communication skills.
• Experience with open-source tools setup and maintenance, e.g., ELK, Kafka, Redis, Kubernetes, etc.

If you’re keen to explore this opportunity, apply today or you may also share your resume to

Direct message the job poster from HCLTech

• This regional role is mainly responsible for delivering Level-2 remote software support to Asia Pacific & Japan (primary) and other Worldwide customers (secondary).
• In a typical day as a Level-2 Support Delivery Engineer, you would learn and contribute to.
• Own and lead the actions necessary to manage a technical case according to the Service Level Objective.
• Act as HCLTech technical interface and problem handling focus point for the project delivery team, and the R&D team in front of customers.
• Participate in problem diagnosis or isolation (capture & analyze information in log file, use available analysis tools and Knowledge/Case DB, propose work-around/fix).
• Participate to queue monitoring, standby/on-call duty, follow the sun teams (provide weekly support standby/on-call by team roster rotation).

• Deliver Level-2 remote software support to Asia Pacific & Japan as primary region and other Worldwide customers as secondary.
• Learn, contribute to, and improve support processes and solutions.
• Own and drive actions to manage technical cases per the Service Level Objective.
• Serve as technical interface and point of contact for project delivery and R&D teams when engaging with customers.
• Diagnose or isolate problems, analyze logs, use available tools and knowledge databases, and propose workarounds or fixes.
• Monitor queues and participate in standby/on-call duties, following the global support schedule.

• Software support skills with 3-5 years of experience.
• Solid knowledge of SIP or any 3GPP or Diameter protocol and Linux or container technology.
• Experience deploying, running, and troubleshooting enterprise software application systems with Telco Value Added Service software or Internet Multimedia Subsystem network functions.
• Ability to read Java source code/debugging is a plus.
• System Engineer official certification from any provider is a plus.
• Telecom protocol knowledge (SIP, Diameter, 3GPP standard).

• Mid-Senior level

• Full-time

• Information Technology

• IT Services and IT Consulting

• Finding cause of issues assigned using logs, knowledge base, other support sources (cover front and backend).
• Working on the life-cycle of help desk incidents.
• Resolving the issue based on support documents/knowledge base especially if it falls in to system configurations, restarts etc.
• Assigning the ticket to L3 support if necessary, otherwise, fixing the issue by code changes.
• Maintaining the Knowledge base.
• Guiding customer support teams (MGCC/ SFU) on troubleshooting the issues or guiding to get more clarity on the issues.
• Review information and training available for L1 support.
• Review Application logs for exceptions and find root cause of the issues and work on resolution (self or via L3 support).
• Support DR activities.
• Ability to learn technologies and delivery as per Team's requirements.

• Minimum 3 years’ experience in L2 support and fixing production issues.
• Prefer previous knowledge on Banking Domain, Payments Domain, Lifestyle Apps Domain.
• Min Technical Skills: o MAE, SME, RMBP Regional, BTS - Spring Boot o M2U MY, M2u Regional, M2U biz - Spring boot, Struts or Exposure to Java Web technologies like Jsp, Servlets o MBPNS, MDIP, QRMS, SSL – Nodejs
• Good to have : Grafana/Prometheus/Dynatrace/ELK
• Minimum soft skills required.
• Ability to quickly learn the Company's product.
• Knowledge of relevant technology which will help effective L2 Support.
• Good communication skills.
• Good documentation skills.
• Team player with good attitude

Job Responsibilities:

• Provide application support to various business users.
• Attend to business queries and business requests promptly.
• Follow through the business requests to a proper closure.
• Work on timely resolution for reported incidents to meet service level targets. Incidents include failures & queries reported by business users and technical staff; event alerts automatically detected and reported by the event monitoring tool.
• Perform root cause analysis to identify permanent solutions to prevent recurring incidents and minimize the impact of incidents that cannot be prevented.
• Ensure all incidents and problems are proactively managed – prioritizing numerous issues of varying severity and escalating issues as appropriate to necessary teams and management.
• Collaborate with the development team in identifying resolutions and transitioning releases into the production environment.
• Adopt standard Incident and Problem Management workflows and processes, including timely ticket, defect, and incident logging, as well as proper change management processes and quality issue/impact emails.
• Participate in DR/BCM activities or infrastructure-related upgrades.
• Responsible for capacity management. Monitor & analyze current performance and capacity data and forecast the capacity required by the applications ahead.
• Aside from day-to-day support duties, undertake other responsibilities such as management reporting & other centrally driven project initiatives as needed.

Job Requirements:

• Familiar with AS400 system.
• Familiar with RPG, COBOL language.
• Experience with Silverlake banking system is a plus.