Production Support - Onsite Malaysia

Looking for a Product Production Support Engineer with 2–4 years of experience to support and maintain business-critical applications in a production environment. The role involves incident management, problem analysis, root cause identification, and close collaboration with engineering, QA, and product teams. The candidate should be well-versed in ITIL v4 practices and capable of ensuring high availability, performance, and reliability of enterprise-grade products.ResponsibilitiesProduction & Application SupportProvide L2 production support for enterprise products and applications.Monitor application health, logs, alerts, and system performance.Troubleshoot production issues and ensure timely resolution within defined SLAs.Perform root cause analysis (RCA) and implement preventive measures.Manage incidents, service requests, and problems in line with ITIL v4 best practices.Ensure proper incident categorization, prioritization, escalation, and closure.Contribute to problem management and continuous service improvement (CSI) initiatives.Maintain accurate documentation, knowledge base articles, and runbooks.Collaboration & CommunicationPrimary Skills2–4 years of experience in Production / Application Support for IT products.Strong troubleshooting skills across application, database, and system layers.Experience with ticketing tools (ServiceNow, Jira, Freshservice, or similar).SQL / basic database queriesLogs, monitoring, and alerting toolsLinux / Windows environmentsUnderstanding of SDLC and production support lifecycle.ITIL v4 Foundation certified (mandatory or preferred).Strong understanding of:Incident ManagementProblem ManagementChange ManagementSecondary Skills(If Any)Experience supporting SaaS or cloud-based applications.Exposure to DevOps tools (CI/CD, monitoring, logging).Knowledge of cloud platforms (AWS / Azure / GCP).Experience in 24x7 or shift-based support environments.

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