Senior Executive, IT Application Support

• Bachelor’s Degree in Information Technology / Computer Science / Software Engineering / MIS or related field.
• Minimum 3-5 yearsof experience inapplication support / business systems support / IT operations.
• Experience supporting enterprise systems such as:
• POS or Sales Order , E-Commerce, Account system, Reporting System
• Knowledge of ticketing systems.
• Understanding of SDLC, testing, release management, and change management.
• Xilnex Retail POS Enterprise will be added advantage
• Experience working with vendors and cross-department teams.

Job Summary

The Senior Executive – IT Application Support is responsible for maintaining, supporting, troubleshooting, and enhancing business applications to ensure smooth day-to-day operations. The role acts as the key liaison between business users, vendors, and internal IT teams to resolve system issues, manage application changes, support system integrations, and drive continuous improvement in application performance, reliability, and user experience.

1. Application Support & Incident Management

• Provide Level 1 / Level 2 application support for business-critical systems (POS, SQL, E-Commerce, Reporting Systems, etc.).
• Investigate, troubleshoot, and resolve application incidents within agreed SLA timelines.
• Escalate complex technical issues to vendors support and follow through until closure.
• Perform root cause analysis (RCA) for recurring incidents and recommend preventive measures.
• Maintain issue tracking and resolution documentation.

1. Business User Support

• Serve as the primary point of contact for application-related queries and support requests.
• Gather user requirements and translate them into functional specifications.
• Conduct user acceptance testing (UAT) and coordinate deployment validation.
• Provide user training, system walkthroughs, and operational guidance.
• Prepare user manuals, SOPs, and knowledge base articles.

1. Change, Release & SLA

• Coordinate application testing for patching, upgrades, and release deployment.
• Review change requests and assess business/system impact.
• Manage ticket SLA compliance.
• Track support contracts, licenses, and vendor performance.

1. User Access & Security Compliance

• Support user access control, permission reviews.
• Participate in backup validation, disaster recovery testing, and business continuity planning.
• Maintain documentation on system architecture, workflows, and support processes.

1. Continuous Improvement

• Identify recurring operational pain points and recommend automation or process improvements.
• Improve support workflow, ticket resolution time, and service quality.
• Contribute to digital transformation initiatives.

1. Any Other additional Assignment when applicable

• Free Parking
• Annual Leave
• Medical and Hospitalisation Leave
• EPF
• SOCSO
• EIS
• 5 Working Days