Accion Labs is a global Innovation-centric organization with 100% focus in the emerging technologies offering Business Innovation services, Strategic consulting, and full-lifecycle implementation services to our clients. We have experience in a range of products – consumer facing products, enterprise products, infrastructure products, EAI/ESB/BPM products.

Accion Labs suite of services aim to meet the unique requirements of organizations, from business consulting, developing custom solutions (Software Engineering), implementing packaged solutions (Application Implementation), to outsourcing and managing applications. We are a rapidly growing, highly competitive and responsive organization with professional management, strong technical and financial resources and deep commitment to fully serve its clients in Singapore, Malaysia, India, Dubai and USA.
Opportunities abound when you work @ Accion Labs, a World-Class Software Solutions and Service Provider.

We are always looking for professional who possess an ability to Think out of the box, the ability to evoke that Entrepreneurial streak residing somewhere within themselves and If you have outstanding skills, high energy, and like to work in a team environment with peers and customers to talk about and of course have what it takes we"d love to hear from you.
Email your resume to careersinsingapore@accionlabs.com


Job Summary
Company
Accion Labs Pte Ltd

Location
Kuala Lumpur

Experience
3 - 6 years

Keywords/Skills
ITIL,Incident Management,Problem management,Change management,Application Support,Production support,Application support engineer,Support analyst,L2 support

Education:


Function:
IT

Role
• Software Engineer/ Programmer • Technical Support Engineer • Systems Engineer

Industry
• Insurance • ITES/BPO • IT/ Computers - Software
Application Support Executive


Job Description

Position Title: Application Production Support Executive
Duration : 1 year extendable
Location : KL

Key Objectives

The Application Support executive plays a role in providing technical support regarding a spectrum of application developed
He/she will be required to interface between Delivery and the Business through appropriate expectation setting as well as communication on a timely manner.

Major Duties and Responsibilities

Manage day-to-day L2/L3 support to ensure smooth operations and performance for application systems under his/her charge. Ensures that the right processes are being adopted in providing Level 2 and Level 3 application support to the organization
Responsible to handle change requests, service request and incident tickets; ensuring proper ownership and closure of these request/tickets. To ensure that backlog of open tickets are kept at a healthy level.
Liaise with vendors, project team and coordinate with internal teams and business users to resolve issues and ensure smooth operations.
Maintain and update all relevant documentations to comply with audit requirements.
Perform escalation procedures to senior levels as required.

To assist in maintaining a knowledge based for all production issues and resolutions as needed.

Ensures day-to-day resolutions meet the SLAs as stated.

Prepare RCA reports for Sev1 & 2 issues, as needed.

Reporting Relationships

Skills

•Excellent team player with the ability to communicate across all levels and nationalities within the organization.
•Able to solve medium to high complexity applications related incidents.
•Able to analyse impact of incident and communicate it to affected user areas and minimize it.
•Excellent technical troubleshooting skills.
•Able to suggest solution to solve the root cause (the problem) of the incident.
•Excellent written and verbal communication skills.
•Has high energy levels, is a proven self-starter and works well under pressure.
•Ability to work independently on assignment of moderate to high complexity.
•Ability to work through demanding periods, and work beyond normal office hours to get the job done to tight deadlines.
•Ability to communicate and influence internal colleagues.
Experience
•Experience in L2/L3 application support in an established organization.

Qualifications
Degree in Computer Science, Information Technology, Computer Engineering.

Has at least 3 years of relevant experience in Application Production Support.

PMP and ITIL certifications are desirable.

Strong technical and analytical and problem solving skills.

Must have handled activities like incident management, problem management, release management, root cause analysis, deployment and monitoring.