Application Support Engineer

Application Support Engineer

AXA Group Operations Malaysia Sdn Bhd
Not Specified
Not Specified

Job Description

Your Role
Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support team. Support personnel with deep knowledge of the product or service, but not necessarily the engineers or programmers who designed and created the product.
Your Responsibilities

  • Debug complex product issues to determine course of action and/or solutions

  • Manage the incident and service request queue, providing prompt and accurate feedback both internally and externally

  • Diagnose, simulate, and resolve unique, recurring, and nonrecurring problems associated with the application and its components

  • Take ownership of technical issues, working with our development team to resolve more advanced issues

  • Perform administration activity on metadata, document stores, user and profile management

  • Document and publish troubleshooting and problem resolution steps

  • Continuously improve your depth of knowledge on the products you support, as well as expanding to new technologies and domains as you learn more

  • Sharpen your technical prowess (skill or expertise) by deep diving into source code, databases, logs, and traces to get to the root cause of any issue.

  • Create or utilize existing scripts to perform recurring actions

  • Pro-active planning and interaction with external components of the application to ensure no blockers in product plan

  • Maintain CMDB (Configuration Management DataBase) and KEDB (Known Error DataBase)

  • Identify reactive and pro-active problems

  • Properly escalate unresolved issues to appropriate internal teams

  • Provide a support for strategic initiatives on QoS (Quality of Services), CSI (Continual Service Improvement) and user acceptance test support activities

Would you like to wake up every day driven and inspired by our mission of acting for human progress by protecting what matters Here at AXA we strive to be a responsible employer, placing employee engagement at the heart of its business strategy. Achieving this means creating a workplace built on AXA%27s Values that foster diversity and equal opportunities for all, promotes employee participation, encourages professional development, and supports employee well-being. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things. In a fast-evolving world and with a presence in 57 countries, our 160,000 employees anticipate change to offer services and solutions tailored to the current and future needs of our 108 million customers.

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