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    L2 Technical Support - Malaysia, Kuala Lumpur - Unison Consulting

    Unison Consulting
    Unison Consulting Malaysia, Kuala Lumpur

    1 day ago

    Default job background
    Full time
    Description
    • Finding cause of issues assigned using logs, knowledge base, other support sources (cover front and backend).
    • Working on the life-cycle of help desk incidents
    • Resolving the issue based on support documents/knowledge base especially if it falls in to system configurations, restarts etc
    • Assigning the ticket to L3 support if necessary, otherwise, fixing the issue by code changes
    • Maintaining the Knowledge base
    • Guiding customer support teams (MGCC/ SFU) on troubleshooting the issues or guiding to get more clarity on the issues
    • Review information and training available for L1 support
    • Review Application logs for exceptions and find root cause of the issues and work on resolution (self or via L3 support)
    • Support DR activities
    • Ability to learn technologies and delivery as per Team's requirements

    Requirements

    • Minimum 3 years' experience in L2 support and fixing production issues
    • Prefer previous knowledge on Banking Domain, Payments Domain, Lifestyle Apps Domain
    • Min Technical Skills: o MAE, SME, RMBP Regional, BTS - Spring Boot o M2U MY, M2u Regional, M2U biz - Spring boot, Struts or Exposure to Java Web technologies like Jsp, Servlets o MBPNS, MDIP, QRMS, SSL – Nodejs
    • Good to have : Grafana/Prometheus/Dynatrace/ELK
    • Minimum soft skills required
    • Ability to quickly learn the Company's product
    • Knowledge of relevant technology which will help effective L2 Support
    • Good communication skills
    • Good documentation skills
    • Team player with good attitude
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