JOB SUMMARY
The Core Support team is responsible for ensuring the stability, availability, performance, and continuous operation of Core business applications. This entry-level Back End support role provides exposure to technical and production support, incident and application defect investigation, troubleshooting, root cause analysis, system maintenance, batch support, and deployment activities under the guidance of senior team members. The candidate is expected to have a basic Back End technical foundation, good analytical thinking, and a strong learning attitude to support 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 Back End application and production support for core business systems under the guidance of senior team members to ensure system stability, availability, performance, and operational continuity.
- Investigate, analyze, troubleshoot, and support resolution of production incidents, application defects, batch failures, and service disruptions reported by users or identified through monitoring activities, with guidance where required.
- Participate in root cause analysis, solution identification, and corrective action implementation under the guidance of senior team members to help prevent recurring issues.
- Analyse application logs, system behaviour, database records, batch processing outputs, and job execution results with guidance to diagnose issues and support defect resolution activities.
- Support application maintenance, enhancement, deployment, change implementation, batch support, and production release activities as assigned.
- Provide production support after office hours when required, including standby support, production deployments, incident troubleshooting, batch recovery, and recovery activities, with appropriate guidance to ensure business continuity and service availability.
- Collaborate with business users, development teams, infrastructure teams, database administrators, and vendors to investigate issues, implement fixes, and contribute to system improvement activities.
- Handle incidents, problems, service requests, and changes in accordance with established support processes and service level agreements (SLAs), with guidance where required.
- Perform database analysis, data validation, SQL investigation, and data reconciliation with guidance to support data accuracy and integrity.
- Monitor application, system, and batch processing activities, and escalate abnormalities promptly to prevent service disruptions.
- Maintain support documentation, troubleshooting guides, knowledge articles, and operational procedures based on issues handled and lessons learned.
- Support disaster recovery, business continuity testing, audit, compliance, and governance-related activities as assigned.
- Contribute ideas 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, Information Technology, or a related field..
- Minimum Fresh graduates are encouraged to apply. Candidates with internship, final year project, academic project, or up to 2 years of exposure in application development, application support, production support, system maintenance, or troubleshooting of enterprise applications will have an added advantage.
- Experience Exposure to enterprise business applications, core banking systems, financial systems, or other mission-critical applications is an added advantage. Exposure to Silverlake BDS, Silverlake Core Banking System, or equivalent enterprise banking applications is preferred but not mandatory.
- Basic understanding or exposure to application support, incident management, defect investigation, root cause analysis, problem resolution, batch support, and troubleshooting concepts is an added advantage.
- Basic technical knowledge in Back End technologies, together with strong learning agility and willingness to develop hands-on competency, is required.
- Basic knowledge of SQL, database concepts, data investigation, and data validation using relational database platforms is required. Exposure to performance troubleshooting is an added advantage.
- Ability to learn and apply analysis of application logs, system behavior, database records, and batch processing outputs to support root cause identification, defect investigation, and issue resolution activities.
- Basic 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 an added advantage.
- Exposure to application monitoring, observability, log management, or monitoring tools such as Splunk, Dynatrace, AppDynamics, ELK, Grafana, or equivalent platforms is an added advantage.
- Exposure to AI-powered tools such as GitHub Copilot, Microsoft Copilot, Bob IDE, or equivalent tools to support troubleshooting, root cause analysis, documentation, knowledge management, and operational efficiency improvement is an added advantage.
- Demonstrated willingness to learn new technologies, business processes and enterprise systems in a fast-paced support environment.
Technical skills
- Demonstrated Exposure to AS400 or equivalent enterprise platforms is an added advantage. Fresh graduates with relevant internship experience, academic projects, or exposure to enterprise application support are encouraged to apply.
- Basic knowledge of SQL is preferred. Exposure to RPG or other programming languages is an added advantage.
- Basic understanding of online and batch processing environments, including troubleshooting, defect investigation, recovery, root cause analysis, and issue resolution activities.
- Basic knowledge of database analysis, SQL query development, data investigation, and performance troubleshooting concepts.
- Exposure to source code and release management tools such as ALDON, Git, Azure DevOps, or equivalent platforms is an added advantage.
- Ability and willingness to analyze application, database, and batch-processing defects with guidance to support system stability, service availability, and operational continuity.
- Willingness to support application enhancement, deployment, defect fixing, production release, batch verification, and incident recovery activities when required.
Analytical Skills
- Strong Good problem-solving aptitude with the ability and willingness to analyze system specifications, application behaviour, data patterns, batch results, and technical issues to support smooth operation of core systems.
- Meticulous attention to detail in reviewing issue symptoms, logs, data outputs, batch outputs, code-related findings, and design elements to support accuracy and consistency.
- Basic data analysis skills and willingness to develop actionable insights to support issue investigation, operational decision-making, and continuous improvement.
Soft Skills
- Good verbal and written communication skills to liaise effectively with internal and external stakeholders.
- Ability to work collaboratively in a fast-paced support environment and develop independence in managing multiple priorities.
- Ability to work under pressure, support urgent production issues with guidance where required, and communicate progress clearly during incident resolution.
- Flexibility to adapt to evolving business, operational, and support requirements.
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.
