Application Support

Responsibilities:

• Provide 1st level and 2nd level application support to operation systems in accordance to Standard Operating Procedures (SOP) and Service Level Agreement (SLA).
• Attend to the complaint tickets, clarify and identify the root cause for the complaint. Perform escalation to relevant project team leaders for unresolved issues.
• Guide user on the workaround for known issues.
• Perform data uploading, import, export and patching for the application as and when required.
• Perform data analysis and generate statistics for management usage.
• Assist to maintain and update the support documentation and training materials.
• Provide support to deploy, install and configure application in operation environment either via onsite or remotely through remote application.
• Conduct testing and prepare detailed documentation, if needed, to ensure that software changes and enhancements align with business requirements an...