We are Malaysia’s leading Credit Reporting Agency (CRA) and we are aggressively expanding our business, and looking for dynamic, driven and motivated individuals to join our team. Our Direct-To-Consumer segment (D2C), is one of our fastest growing product areas in the market, with an abundance of expansion plans and innovative ideas on hand.

ROLE OVERVIEW

This role is responsible for monitoring critical applications and systems, performing initial triage of incidents, and escalating issues to higher-level support teams in a timely manner. Operating within a shift rotation schedule, the L1 Application Support Engineer ensures adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) while supporting smooth day-to-day operations

KEY RESPONSIBILITIES

• Monitor critical applications and infrastructure using provided dashboard and alerting tools
• Perform Level 1 triage for incidents and service requests, including basic troubleshooting and log analysis
• Escalate unresolved or complex issues to L2/L3 support teams with clear documentation
• Ensure timely response and resolution of tickets in alignment with SLA/OLA commitments
• Track, update, and close tickets in the ITSM system, maintaining accurate records and status updates
• Communicate effectively with internal teams and stakeholders regarding incident status and resolution progress
• Participate in shift rotations, including weekends and public holidays, as part of a 24x7 support model
• Follow standard operating procedures (SOPs) and contribute to continuous improvement of support processes

WHAT DOES IT TAKE TO BE SUCCESSFUL

Qualifications

• Diploma or Bachelor's degree in Computer Science, Information Technology, or related field
• 1+ year experience in IT operations, helpdesk, or service desk roles (fresh graduates are welcome)
• Exposure to ticketing systems (e.g., Jira, ServiceNow, Freshservice)
• Experience in financial services, banking, or other regulated industries is a strong advantage

Work Experience

• This position is well-suited for fresh graduates or candidates with 1+ year of experience in IT operations, helpdesk, or service desk environments.
• Prior exposure to financial services or regulated industries is a strong advantage.

Skills & Competencies

• Basic understanding of application support, IT operations, and technical troubleshooting
• Basic understanding of common IT tools and concepts (e.g., Windows/Linux OS, networking basics, log files)
• Product knowledge: CTOS product & ecosystem (training provided)
• Strong attention to detail and ability to follow structured processes
• Good communication skills and a customer-focused mindset
• Participate in shift rotations, including weekends and public holidays, as part of a 24x7 support model
• Positive attitude and strong sense of ownership
• Wilingness to learn and grow within a technical support career path

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