Kerja Sepenuh Masa, Senior Application Support Specialist di Onitsuka Tiger - Maukerja

RESPONSIBILITIES

Production and Operational Support

• Provide hands-on Level 2 and Level 3 application support for business-critical applications, or demonstrate the capability and motivation to develop toward L3.
• Own application incidents and service requests from initial diagnosis through resolution, recovery, user communication, validation and closure.
• Investigate functional, technical, data and integration issues affecting retail stores, corporate users and regional business operations.
• Use application logs, error messages, transaction histories, batch records and interface monitoring information as the starting point for diagnosis and root-cause analysis.
• Restore business operations quickly while also identifying corrective and preventive actions for recurring issues.
• Monitor and follow up failed jobs, transaction exceptions, interface failures and data synchronisation issues.
• Prioritise incidents based on business impact, urgency, trading conditions and operational deadlines.
• Provide clear and timely status updates to users, business stakeholders, vendors and the wider IT team.
• Maintain disciplined incident records, troubleshooting evidence, resolution notes and known-error information.

Retail and Business Operations Support

• Provide direct, hands-on support to retail stores and business users across Southeast Asia.
• Support critical retail activities involving POS operation, ERP transactions, stock movement, inventory replenishment, store readiness and related business processes.
• Respond to operational issues during peak trading periods, retail operating hours, store openings, stock shipment and replenishment windows, and other time-sensitive business events.
• Provide support outside standard office hours, including evenings and weekends, when required by business-critical operations.
• Remain calm and practical during high-pressure incidents where store opening, stock availability, sales operations or customer service may be affected.
• Understand issues end-to-end rather than treating each incident as an isolated technical ticket.

ERP, POS and Application Support

• Build strong functional and technical knowledge of the incumbent ERP and POS applications to provide faster and more accurate issue resolution.
• Learn the most common failure points, operational dependencies, transaction flows, configurations, master data dependencies and support procedures.
• Support the broader application portfolio, excluding HR applications, and quickly learn newly introduced systems.
• Assist with application configuration, parameter changes and controlled operational changes where access, knowledge and governance permit.
• Validate system behaviour after fixes, configuration changes, releases or data corrections.
• Progressively become a dependable go-to person for supported applications and related business processes.

Integrations, API and EDI Support

• Troubleshoot application interfaces involving APIs, EDI, middleware, file-based exchanges, scheduled jobs and data synchronisation processes.
• Trace transactions across source and target systems to identify where data or processing has failed.
• Analyse payloads, acknowledgements, error responses, mappings, file statuses and integration logs where applicable.
• Work with application owners, integration specialists, vendors and system integrators to restore failed interfaces and resolve underlying causes.
• Use SQL, where appropriate and permitted, to validate data, investigate discrepancies and support diagnosis.
• Use basic scripting, where beneficial, to improve repeatability, data checking, monitoring or support efficiency.

Testing, Releases and Change Support

• Participate in System Integration Testing (SIT), User Acceptance Testing (UAT), regression testing, production deployment, cutover and hypercare.
• Provide on-call support during UAT, cutover, go-live and other critical implementation windows.
• Understand test planning, test scenarios, test cases, expected results, evidence capture, defect handling, retesting and sign-off processes.
• Use test management or defect management tools where implemented.
• Assist business users with test preparation, execution, evidence and issue clarification.
• Triage defects and distinguish application defects from configuration, data, integration, environment, access or process issues.
• Validate production changes and monitor operational stability following deployment.

Vendor, System Integrator and Enhancement Coordination

• Resolve issues directly whenever possible and escalate to vendors or system integrators when specialist intervention is required.
• Raise high-quality vendor cases with complete evidence, business impact, logs, timestamps, transaction details and troubleshooting already performed.
• Coordinate vendor and SI activities through diagnosis, fix, validation and closure.
• Challenge incomplete responses and drive timely resolution in line with operational urgency and agreed service expectations.
• Capture knowledge from vendors and system integrators so that repeat issues can be resolved internally and faster in future.
• Support enhancement requests by clarifying requirements, impacts, dependencies, testing needs and deployment considerations.
• Coordinate minor enhancements and operational improvements across users, internal teams and external partners.

Knowledge Management and Continual Improvement

• Create and maintain support runbooks, troubleshooting guides, known-error records, support checklists, operational procedures and escalation paths.
• Document application architecture, interfaces, dependencies, support contacts, recurring issues and critical business calendars to the appropriate level.
• Identify incident trends and recurring pain points, then propose permanent fixes, monitoring improvements or process changes.
• Reduce vendor dependency by actively seeking knowledge transfer and converting it into usable internal documentation.
• Improve support readiness for new applications before they transition into BAU.
• Share knowledge with IT colleagues and contribute to a resilient team support model.

Project and Implementation Participation

• Maintain BAU support as the primary responsibility while contributing to projects and system implementations when required.
• Participate in new application rollouts, upgrades, migrations, integrations, enhancements and business process improvements.
• Provide operational requirements and supportability input during solution design and implementation.
• Ensure operational handover includes documentation, access, monitoring, support contacts, known issues, recovery procedures and adequate knowledge transfer.
• Support project teams during SIT, UAT, cutover, go-live and hypercare without losing focus on critical BAU services.

Stakeholder Coverage

• Provide hands-on support to retail users, store teams, Finance, Supply Chain, Warehouse/Logistics, eCommerce, Customer Service, corporate functions and other business users as applicable.
• Work closely with regional IT colleagues, project teams, application owners, infrastructure and security teams, vendors and system integrators.
• Communicate technical findings in clear business language and explain business impact, available workarounds, risks and next steps.
• Adapt communication to users with different levels of technical knowledge and maintain a service-oriented approach.

REQUIREMENTS

• Relevant hands-on experience in application support, production support, ERP/POS support, integration support, software testing or a related IT operations role.
• Minimum 5 years of relevant experience, with emphasis on practical troubleshooting skills, operational ownership and learning agility.
• Strong analytical and problem-solving skills, with the ability to investigate application logs, error messages, transaction records and data discrepancies.
• Ability to manage incidents independently, identify root causes, coordinate resolutions and follow issues through to closure.
• Good understanding of application workflows, data flows and end-to-end business processes.
• Good written and verbal communication skills, with the ability to explain technical issues clearly to business users, vendors and other stakeholders.
• Proactive, accountable and service-oriented, with the ability to remain calm and effective when handling urgent incidents.
• Ability to learn new applications and processes quickly and work effectively with regional and cross-functional teams.
• Experience supporting ERP systems and/or retail Point-of-Sale (POS) applications is an advantage.
• Familiarity with APIs, EDI, middleware, file-based interfaces or other system integration technologies is an advantage.
• Working knowledge of SQL for data validation, troubleshooting and investigation is an advantage.
• Experience in application configuration, production changes, SIT, UAT, regression testing, defect management or release support is an advantage.
• Experience coordinating software vendors, system integrators or application enhancements is an advantage.
• Basic scripting knowledge, such as PowerShell, Python or shell scripting, is an advantage.
• Experience in retail, supply chain, warehouse/logistics, eCommerce, Finance or other business-critical operational environments is an advantage.
• Experience supporting users across multiple countries or regions is an advantage.
• Candidates from application support, ERP/POS support, integration support or SIT/UAT/QA testing backgrounds are welcome.
• Experience with a specific ERP or POS product is not mandatory.
• Willingness and ability to provide scheduled or ad hoc support outside standard office hours, including evenings and weekends, when required for critical business operations.