Job Description

Job Summary

This is a full-time Production Support Engineer position based in Kuala Lumpur. As a Production Support Engineer at HCL Technologies Malaysia SDN BHD, you will be responsible for providing technical support and troubleshooting for the organization's mission-critical systems and applications.

Key Responsibilities

What you'll be doing

• Support business operations area on functional issues raised on their areas by improving or performing systems configurations in order to resolve them with the help of the necessary providers / vendors or IT teams.
• Proactively monitor and maintain the performance of MQ, FTP, and SQL systems to ensure high availability and optimal performance
• Quickly identify, diagnose and resolve issues related to MQ, FTP, and SQL applications and infrastructure
• Quality and support to solve technical incidents (Minor and major incident) for infrastructure support and the related providers. All of it in accordance with group processes and procedures.
• Monitor, analyze and reports root cause of system/ production disruption and include recommendations to prevent the reoccurrence of glitches and defects with the help of the necessary providers / vendors or IT teams.
• Monitor and test functionally the applications perimeter used in the business area.
• Keep communication and information up to date to their business users and also other IT teams as well as operational risk (through the major incident process)
• Be aware and participate to change management/release planning to follow on a day to day / week to week basis any possible disruptions of production on given perimeter.
• Coordination of testing and sanity checks during weekend changes and releases as well as daily IT operational checks.
• Enrich procedures & documentation about production issues and resolved case. Keep processes
• Collaborate with cross-functional teams to implement system enhancements and solve complex problems
• Participate in on-call rotations and provide after-hours support as needed

Skill Requirements

What we're looking for

• Bachelor's or master degree in information technology, engineering, or finance/Banking industry
• Minimum 7 years of experience working in IT service management /Infrastructure or as IT Business analyst.
• Experience working either in IT service management /Infrastructure or as IT Business analyst with ability to quickly acquire a functional or technical understanding.
• Understand or experience in data feeding: MQ, FTPs,
• Understand or experience in SQL (preferably Oracle): Standard query like select or update
• Understand or experience in IT incident and problem management procedures of a defined perimeter, preferably in banking/finance or insurance.
• Strong knowledge (& reporting) of IT ticketing system like Remedy, Service Now and Jira.
• Work experience in Finance, banking or insurance industry is preferred.
• Certification – ITIL is a PLUS.
• Excellent people skills and ability to collaborate inter teams and several providers
• Strong problem solving, analytical, and time management skills as well as resistant to pressure.
• Strong written and oral communication skills.

Other Requirements

1. Itil Foundation Certification Is Preferred But Not Mandatory.
2. Certifications Related To Product Support And Customer Service Management Are Optional But Valuable.