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