Kerja Sepenuh Masa, Application Support Engineer (UAT) di Newbridge - Maukerja

Our client is looking for a proactive and technically competent L2 Support & UAT Support Engineer to provide application and infrastructure support, handle incident management, and support end-to-end UAT activities. The ideal candidate should have strong troubleshooting skills, good stakeholder communication, and experience working in a client-facing environment.

This is 1 year renewable contract on our payroll.

Key Responsibilities:

L2 Application & Technical Support:

• Provide L2 level support for incidents, service requests, and problem tickets raised via ITSM tool (ServiceNow / Jira / Remedy)
• Perform initial triage, root cause analysis (RCA), and resolve or escalate issues as per SLA
• Monitor application health, logs, batch jobs, and interfaces; perform 1st level response to system alerts and alarms
• Perform system checks, deployments, and configuration changes in non-production and production environments
• Collaborate with L1, L3, development, and infrastructure teams for issue resolution
• Maintain SOPs, knowledge base articles, runbooks, and MOPs/scripts
• Support Preventive Maintenance (PM) activities and planned maintenance windows

UAT Support:

• Provide dedicated support to business users and QA teams during UAT phase
• Manage UAT environment readiness, data setup, access provisioning, and deployment coordination
• Assist users in test case execution, defect logging, and retesting of fixed defects
• Track and manage defects through to closure with development teams
• Provide detailed updates on UAT progress, issues, and risks to project stakeholders
• Conduct UAT walkthroughs and provide post-UAT support for production rollout

Incident & Stakeholder Management:

• Ensure timely updates to customers and management on incidents and work orders
• Participate in incident bridge calls and provide technical inputs
• Ensure compliance with ITIL processes and client security policies

Required Skills & Qualifications:

• Diploma / Degree in Information Technology, Engineering, Computer Science or related field
• Experience in L2 Application Support / Technical Support / Production Support
• Hands-on experience with UAT support in enterprise environments
• Good knowledge of ITIL framework (Incident, Problem, Change Management)
• Experience with ticketing tools - ServiceNow, Jira, Confluence
• Basic knowledge of SQL for data investigation, log analysis
• Knowledge of Windows / Linux server environment, basic networking concepts
• Strong troubleshooting and analytical skills
• Excellent communication skills and customer-oriented mindset
• Willing to work on shifts / standby / weekends for production releases if required

Good to Have:

• Experience in Data Center, Banking, or Critical Facilities domain
• Knowledge of API testing, batch monitoring, or automation tools
• ITIL v4 Certified
• Experience with cloud platforms (AWS / Azure) is an added advantage