JOB SUMMARY

The Core Support team is responsible for ensuring stability, availability, performance, and continuous operation of Core business applications. This role involves providing technical and production support, investigating and resolving incidents and application defects, performing troubleshooting and root cause analysis, supporting system maintenance and deployment activities, and collaborating with business users, development teams, infrastructure teams, and vendors. Strong Front End or Back End technical expertise is required to analyse complex issues, perform defect investigation, support application fixes, and ensure timely resolution of production issues within agreed service levels. The role operates in a mission-critical environment where system availability, data integrity, and service continuity are essential.

RESPONSIBILITIES

Provide technical application and production support for core business systems to ensure system stability, availability, performance, and operational continuity.
Investigate, analyze, troubleshoot, and resolve production incidents, application defects, and service disruptions reported by users or identified through monitoring activities.
Perform root cause analysis, identify permanent solutions, and implement corrective actions to prevent recurring issues.
Analyze application logs, system behavior, database records, and batch processing outputs to diagnose issues and support defect resolution activities.
Support application maintenance, enhancement, deployment, change implementation, and production release activities.
Provide production support after office hours, including standby support, production deployments, incident troubleshooting, and recovery activities to ensure business continuity and service availability.
Collaborate with business users, development teams, infrastructure teams, and vendors to investigate issues, implement fixes, and deliver system improvements.
Manage incidents, problems, service requests, and changes in accordance with established support processes and service level agreements (SLAs).
Perform database analysis, data validation, SQL investigation, and data reconciliation to ensure data accuracy and integrity.
Monitor application, system, and batch processing activities, and take proactive actions to prevent service disruptions.
Maintain support documentation, troubleshooting guides, knowledge articles, and operational procedures.
Support disaster recovery, business continuity testing, audit, compliance, and governance-related activities.
Continuously identify opportunities to improve system stability, support processes, automation, and operational efficiency.

SKILLS & QUALIFICATIONS

Preferred Qualifications & Requirement:

Malaysian citizen
Passed the Malay Language (including oral test) at Sijil Pelajaran Malaysia (SPM) level.
Bachelor's degree in Computer Science, Information Systems, Software Engineering, or a related field.
Minimum 2 - 4 years of hands-on experience in application development, application support, production support, system maintenance, or troubleshooting of enterprise applications, preferably within the banking, financial services, or mission-critical system environment.
Experience supporting enterprise business applications, core banking systems, financial systems, or other mission-critical applications is required. Experience with Silverlake BDS, Silverlake Core Banking System, or equivalent enterprise banking applications is highly preferred.
Experience in application support, incident management, defect investigation, root cause analysis, problem resolution, and troubleshooting of mission-critical systems within SLA commitments is required.
Strong technical knowledge and hands-on experience in either Front End or Back End technologies are required to support production issue resolution and defect fixing activities.
Experience in database analysis, SQL query development, performance troubleshooting, data investigation, and data validation using SQL Server or other relational database platforms is required.
Ability to analyze application logs, system behavior, database records, and batch processing outputs to identify root causes, investigate defects, and support issue resolution activities is required.
Good understanding of IT Service Management (ITSM) and ITIL 4 practices, including Incident Management, Problem Management, Change Management, Service Request Management, and Service Level Management (SLM), is preferred.
Experience with application monitoring, observability, log management, or monitoring tools such as Splunk, Dynatrace, AppDynamics, ELK, Grafana, or equivalent platforms is an added advantage.
Hands-on experience leveraging AI-powered tools such as GitHub Copilot, Microsoft Copilot, Bob IDE, or equivalent tools to accelerate troubleshooting, root cause analysis, documentation, knowledge management, and operational efficiency improvements is an added advantage

Technical skills:

Front End Support

Demonstrated Hands-on experience supporting and troubleshooting enterprise applications developed using .NET technologies.
Working knowledge of SQL, HTML, CSS, JavaScript, and modern web frameworks such as Angular or React.
Experience in production incident troubleshooting, application defect analysis, log analysis, root cause investigation, and defect resolution for enterprise applications.
Strong working knowledge and hands-on experience with Microsoft SQL Server (MSSQL), including SQL query development, data investigation, defect analysis, database troubleshooting, and support for production issue resolution.
Experience with source code and version control tools such as Git, IBM Engineering Workflow Management (EWM), Azure DevOps, or equivalent platforms.
Ability to support application enhancement, deployment, defect fixing, and production release activities.

Back End Support

Hands-on experience supporting applications running on AS400 or equivalent enterprise platforms.
Working knowledge of RPG and SQL for application support, troubleshooting, maintenance, and enhancement activities.
Experience supporting online and batch processing environments, including troubleshooting, defect investigation, recovery, root cause analysis, and issue resolution activities.
Experience in database analysis, SQL query development and optimization, data investigation, and performance troubleshooting.
Experience with source code and release management tools such as ALDON or equivalent platforms.
Ability to analyze applications, database, and batch-processing defects to support system stability, service availability, and operational continuity.

Preferred Technical Certification

ITIL 4 Foundation.
Microsoft Certified: Azure Fundamentals.
Certifications such as ISTQB, CSTE, or other relevant functional testing certifications are an added advantage.

Analytical Skills

Strong problem-solving skills with the ability to analyze system specifications, application behavior, data patterns, and technical issues to ensure smooth operation of core systems.
Meticulous attention to detail in reviewing issue symptoms, logs, data outputs, code-related findings, and design elements to ensure accuracy and consistency.
Proficiency in data analysis and generating actionable insights to support issue investigation, operational decision-making, and continuous improvement.

PLACEMENT

Core Support Section, Digital Core Solutions Department

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.

Analyst (Frontend / Backend Core Support)