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L2 Support Lead

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Prudential Services Asia Get AI-powered advice on this job and more exclusive features. Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

We are seeking a highly skilled and motivated individual to join our team as an Support Specialist for our Oracle ERP solution, specifically tailored for the financefunction in the insurance industry. This role is critical in ensuring the smooth operation and optimization of our ERP system, providing expert-level support to end users, and collaborating with various stakeholders to enhance system functionality and resolve issues promptly.

Key Responsibilities

Technical Support

Provide second-level support for Oracle ERP finance modules, including General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, GL, Inter Company, Tax, and Cash Management. Troubleshoot and resolve incidents related to Oracle ERP functionality, user access, system performance, and data integrity. Trouble shoot Oracle Fusion Reports and Integrations such as BIP, XML, OTBI, SmartView and FRS; OCI, and ATP Database (Oracle SQL) Collaborate with L1 support teams to ensure timely escalation and resolution of complex issues. Perform root cause analysis of recurring issues and recommend long-term solutions to prevent future occurrences.

User Assistance, Knowledge Management and Training

Assist end-users with navigation, data entry, and reporting within the Oracle ERP finance modules. Develop and deliver training materials and sessions to enhance user proficiency and understanding of the ERP system. Provide guidance on best practices and procedural compliance to ensure accurate financial reporting and analysis. Create Knowledge documents and repositories to capture Standard Operating Procedures, Known error database, etc Mentor and train L1 support staff on advanced troubleshooting techniques and best practices for Oracle ERP support Stay current with Oracle ERP technologies, updates, and industry best practices to continuously improve support services and drive innovation

System Maintenance and Enhancement

Monitor system performance and conduct regular maintenance activities to ensure optimal functionality. Assist in the configuration and testing of new features, patches, and upgrades to the Oracle ERP system. Participate in system integration projects and collaborate with IT and business teams to implement enhancements. Document system changes, configurations, and procedures to maintain accurate records and support knowledge transfer.

Compliance and Reporting

Ensure compliance with industry regulations and internal policies related to financial data management and reporting. Generate and review financial reports to identify discrepancies, trends, and opportunities for improvement. Collaborate with auditors and compliance officers to provide necessary documentation and support during audits.

Requirements

Minimum of 3-5 years of experience in supporting Oracle ERP finance modules, preferably within the insurance industry. Strong understanding of finance processes and principles, including General Ledger, Accounts Payable, Accounts Receivable, GL, Inter Company, Tax, Cash Management, AHCS (Accounting Hub Cloud Services), and Fixed Assets management. Proficiency in Oracle ERP finance modules and related technologies. Experience with SQL, and other database management tools. Familiarity with business intelligence and reporting tools (e.g., Oracle BI, Tableau). Knowledge of system integration principles and practices. Strong understanding of Oracle ERP architecture, configuration, and integration with other systems. Experience with Oracle ERP performance tuning, system optimization, and capacity planning. Relevant Oracle certifications (e.g., Oracle Certified Professional) preferred. Experience in supporting SUNGL is a plus point

Prudential is an equal opportunity employer.

We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements. Seniority level

Seniority level Not Applicable Employment type

Employment type Full-time Job function

Job function Other Referrals increase your chances of interviewing at Prudential Services Asia by 2x Sign in to set job alerts for “Support Lead” roles.

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Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 months ago WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago Senior Executive, Group ERP (SUN) Support

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 months ago Advanced Support Engineer Team Lead - Malaysia/Philippines

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Operations Excellence Help Center Specialist

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago Team Leader - 1st Level Support (Service Desk & Field Service) (m/f/d)

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Maintenance Executive (Drone Technology)

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Project description

Our client, a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories across Asia Pacific, Europe, and North America, is looking for Consultants to join their team. The Technology and Operations function consists of five specialized teams: business partnership, technology, operations, risk governance, and planning support and services. These teams collaborate closely to leverage technology in supporting both physical and digital banking services and operations. This includes developing, centralizing, and standardizing technology systems and banking operations in Malaysia and overseas branches. With over 80 years of history in the banking industry, the client is expanding its footprint in Malaysia. The selected candidate will work in a newly established technology center in Kuala Lumpur as part of the Technology and Operations team, delivering innovative financial technology solutions to support business growth and technological transformation.

Responsibilities

• Work on DevOps, ALDON (automation of software deployment on AS400), Silverlake, CASA, and Time Deposits projects.
• Diagnose issues raised by level 2 support or during service recovery.
• Design, build, and test secure code or configuration fixes to resolve problems permanently.
• Support System Integration Testing (SIT) and User Acceptance Testing (UAT) of code or configuration fixes.
• Update application documentation to reflect the implemented fixes.
• Prepare and test deployment plans; seek approval from the change control forum.
• Generate reports on incidents, problems, service requests, and application changes.
• Support deployment of fixes, usually after business hours.
• Perform root cause analysis for major incidents.
• Identify and suggest improvements to the application, such as reducing technical debt.
• Escalate and track issues for software vendors to ensure permanent fixes are implemented.

Skills

Must have

• 3-5 years of relevant experience.
• Proficiency in Report Program Generator (RPG).
• Experience with project-based SDLC implementations.
• Experience working on Server/Database: AS400/DB2, OS: AS400.

Nice to have

Not applicable.

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You will be supporting the local and remote IT infrastructure, mainly in a Windows environment , by handling installations, maintenance, troubleshooting, and system upgrades. Youll also work on small projects and provide Tier 2/3 support using ITSM and Agile practices.

Responsibilities :

• Maintain and support Windows servers , VMware , Office 365 , and Azure Cloud
• Troubleshoot system issues and work with vendors for hardware fixes
• Deploy and support both in-house and third-party application
• Monitor performance, create reports, and ensure infrastructure security
• Participate in system upgrades and infrastructure planning
• Collaborate with internal teams and document technical procedures
• Provide support on-site and remotely, ensuring SLAs are met

Requirements:

• 4-5 years of IT experience with Windows Server 2019+ , VMware ESXi , Windows 11 , Office 365 , and Azure Cloud
• Knowledge of ITSM , ITIL , and Agile methodologies
• Strong communication and teamwork skills
• Bachelor's Degree in Computer Science (or equivalent experience)
• Knowledge of UNIX/Linux systems
• Scripting (PowerShell, Java, C++, etc.)
• Basic networking (Cisco CCENT/CCNA)
• Familiarity with cloud licensing and modern IT tools

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You will be supporting the local and remote IT infrastructure, mainly in a

Windows environment , by handling installations, maintenance, troubleshooting, and system upgrades. Youll also work on small projects and provide Tier 2/3 support using ITSM and Agile practices. Responsibilities

: Maintain and support

Windows servers ,

VMware ,

Office 365 , and

Azure Cloud Troubleshoot system issues and work with vendors for hardware fixes Deploy and support both in-house and third-party application Monitor performance, create reports, and ensure infrastructure security Participate in system upgrades and infrastructure planning Collaborate with internal teams and document technical procedures Provide support on-site and remotely, ensuring SLAs are met Requirements: 4-5 years

of IT experience with

Windows Server 2019+ ,

VMware ESXi ,

Windows 11 ,

Office 365 , and

Azure Cloud Knowledge of

ITSM ,

ITIL , and

Agile

methodologies Strong communication and teamwork skills Bachelor's Degree in Computer Science (or equivalent experience) Knowledge of

UNIX/Linux

systems Scripting

(PowerShell, Java, C++, etc.) Basic

networking

(Cisco CCENT/CCNA) Familiarity with cloud licensing and modern IT tools

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Project description Our client, a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories across Asia Pacific, Europe, and North America, is looking for Consultants to join their team. The Technology and Operations function consists of five specialized teams: business partnership, technology, operations, risk governance, and planning support and services. These teams collaborate closely to leverage technology in supporting both physical and digital banking services and operations. This includes developing, centralizing, and standardizing technology systems and banking operations in Malaysia and overseas branches. With over 80 years of history in the banking industry, the client is expanding its footprint in Malaysia. The selected candidate will work in a newly established technology center in Kuala Lumpur as part of the Technology and Operations team, delivering innovative financial technology solutions to support business growth and technological transformation. Responsibilities Work on DevOps, ALDON (automation of software deployment on AS400), Silverlake, CASA, and Time Deposits projects. Diagnose issues raised by level 2 support or during service recovery. Design, build, and test secure code or configuration fixes to resolve problems permanently. Support System Integration Testing (SIT) and User Acceptance Testing (UAT) of code or configuration fixes. Update application documentation to reflect the implemented fixes. Prepare and test deployment plans; seek approval from the change control forum. Generate reports on incidents, problems, service requests, and application changes. Support deployment of fixes, usually after business hours. Perform root cause analysis for major incidents. Identify and suggest improvements to the application, such as reducing technical debt. Escalate and track issues for software vendors to ensure permanent fixes are implemented. Skills Must have 3-5 years of relevant experience. Proficiency in Report Program Generator (RPG). Experience with project-based SDLC implementations. Experience working on Server/Database: AS400/DB2, OS: AS400. Nice to have Not applicable.

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• 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

#J-18808-Ljbffr

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

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About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to know the team:

At Grabber Technology Solutions (GTS), we revolutionise the technology experience for every Grabber. Our mission is to empower our team with seamless and innovative solutions that enhance their daily work. We are a diverse group of forward-thinkers committed to creating personalised IT experiences. If you're passionate about customer-centric innovation and eager to make a significant impact on technology at Grab, come join us and help shape the future of technology.

Get to know the Role

The Senior EUC L2 Support Engineer plays a pivotal role in maintaining the stability, performance, and security of the organization’s end-user computing environment, with a particular focus on supporting critical IT infrastructure across Network, Cloud Server, and Contact Center Telephony (Voice) platforms. This position involves proactive monitoring, incident and problem management, health and performance checks, and ensuring compliance with Configuration Management Database (CMDB) processes and policies.

In addition to core responsibilities, the engineer must demonstrate the agility to support cross-functional IT services and contribute to service improvement initiatives across multiple domains.

Key Responsibilities:

Network, Cloud, and Telephony System Support & Incident Resolution

• Diagnose and resolve complex issues across network, cloud, and telephony systems, ensuring high availability and minimal disruption to business operations.
• Deliver Level 2 support for enterprise network infrastructure, including switches, routers, firewalls, VPNs, and wireless technologies.
• Troubleshoot and resolve LAN/WAN performance degradation, connectivity failures, security incidents, and VoIP-related issues, including SIP signaling and SIP trunk configuration and diagnostics.
• Provide technical support for cloud server environments (IaaS/PaaS), covering system provisioning, performance tuning, and availability troubleshooting.
• Support Contact Center Telephony systems, including IVR, call routing, and backend voice infrastructure, ensuring optimal performance and user experience.
• Collaborate with vendors, telco carriers, and managed service providers to escalate and resolve service-impacting incidents promptly and effectively.
• Implement both workarounds and permanent fixes, adhering to ITIL-based IT Service Management (ITSM) frameworks to ensure consistent service restoration and improvement.
• Maintain comprehensive documentation of all incidents, resolutions, and root cause analyses to enhance knowledge sharing, problem management, and operational excellence.

Performance Monitoring & Optimization:

• Continuously monitor network and IT system performance, including availability, throughput, and resource utilization.
• Identify and proactively address performance bottlenecks and security vulnerabilities.
• Analyze trends and provide recommendations to improve system efficiency.

System Health Checks & Preventive Maintenance:

• Conduct regular assessments to verify system security, performance, and capacity compliance.
• Develop and execute proactive maintenance plans to mitigate potential issues.
• Implement countermeasures based on assessment findings to enhance system reliability.

Reporting & Documentation:

• Collect, analyze, and report on network and IT service performance, incidents, and resource utilization.
• Generate periodic reports for stakeholders, outlining key insights and action plans.
• Maintain accurate and up-to-date documentation for IT infrastructure and processes.

CMDB Compliance & Data Accuracy:

• Ensure accurate CMDB (Configuration Management Database) updates and compliance with data management standards.
• Maintain up-to-date records of IT assets, configurations, and relationships.

• Proven experience in network support and IT service management.
• Strong troubleshooting skills for diagnosing network and IT system issues.
• Familiarity with cloud services, telephony solutions, and IT infrastructure.
• Ability to manage and document incidents, changes, and performance analytics.
• Excellent communication and collaboration skills to work with stakeholders.
• Leadership capability to act as a secondary IT decision-maker when required.
• Hold at least one industry-recognized professional network certification (e.g., CCNA, Fortinet NSE, or equivalent), demonstrating advanced proficiency in networking, infrastructure management, and security.

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back withTerm Life Insurance and comprehensiveMedical Insurance.
• WithGrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones throughParental andBirthday leave , and give back to your communities throughLove-all-Serve-all (LASA) volunteering leave
• We have a confidentialGrabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.

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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.

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