Production Support Engineer

About the role

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.

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

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.

• Malaysian Candidates Preferred