Kerja Sepenuh Masa, Application Support Engineer di Dynamics365Lab.io Selangor - Maukerja

The Support Engineer – Enterprise Applications is responsible for providing functional and technical application support, maintenance, troubleshooting, and enhancement for enterprise systems supporting Property Development, Property Sales, Finance, E-Invoicing, and Operations.

The role ensures that business applications operate efficiently and reliably, enabling smooth business transactions, process automation, reporting, and data analysis while maintaining system stability, security, and service quality.

The Support Engineer will work closely with business users, internal IT teams, vendors, and project stakeholders to support day-to-day operations, resolve application issues, and deliver system enhancements and improvement initiatives.

1. Application Support & Maintenance

• Provide functional and technical support for enterprise applications, including:
• IFCA Net
• IFCA Mall
• RPA / UiPath
• Talend
• ABBYY FlexiCapture
• I-Residential
• CSS System
• Microsoft Dynamics 365 / Business Applications, where applicable
• Monitor application performance, system health, availability, and reliability.
• Investigate, troubleshoot, and resolve incidents, service requests, and application issues within agreed Service Level Agreements (SLAs).
• Analyze application logs, data, integrations, and system behavior to identify the root cause of issues.
• Perform Root Cause Analysis (RCA) for recurring or critical incidents and recommend sustainable corrective actions.
• Coordinate with vendors and technical teams for complex incidents, product defects, and escalations.
• Maintain accurate records of incidents, resolutions, system changes, and known issues.

2. Business Application Support

Provide application support to business functions including:

• Property Sales
• Property Development
• Finance
• General Ledger
• Fixed Assets
• Cash Management
• Rental Management
• Residential Management
• E-Invoicing
• Operations

Responsibilities include:

• Assist business users with application-related issues, queries, and system usage.
• Understand business processes and translate user requirements into appropriate application solutions.
• Identify opportunities for process improvements, automation, and system optimization.
• Ensure business-critical applications remain available and support uninterrupted business operations.
• Provide user guidance, troubleshooting assistance, and basic system training where required.

3. System Enhancement & Project Support

• Support application implementation, enhancement, upgrade, integration, and migration projects.
• Participate in requirements gathering and clarification with business stakeholders.
• Assist with solution assessment, configuration, development coordination, and technical documentation.
• Prepare and execute system testing, including functional, integration, regression, and User Acceptance Testing (UAT) support.
• Coordinate deployment activities and provide post-go-live support.
• Support automation initiatives, including RPA / UiPath implementations.
• Assist with application integrations and data exchange between enterprise systems.
• Ensure system enhancements and implementations comply with Group IT standards, policies, security requirements, and governance frameworks.

4. IT Service Management & Operational Support

• Manage incidents, service requests, problems, and changes in accordance with IT Service Management (ITSM) processes.
• Monitor and prioritize tickets based on business impact, urgency, and agreed SLAs.
• Work with internal IT teams and third-party vendors to resolve escalated issues.
• Support Continuous Integration (CI) and Continuous Delivery (CD) processes where applicable.
• Utilize tools such as JIRA, ITSM platforms, monitoring tools, and application management tools.
• Contribute to service improvement initiatives and operational efficiency.
• Maintain appropriate system documentation, knowledge articles, support procedures, and troubleshooting guides.

5. Stakeholder & Vendor Management

• Work closely with business users, IT infrastructure, development, cybersecurity, data, and project teams.
• Communicate technical issues and solutions clearly to both technical and non-technical stakeholders.
• Manage vendor relationships for application support, maintenance, enhancements, and escalations.
• Continue to support business and client relationships following application implementation and go-live.
• Handle escalations from the support team and coordinate appropriate resolution.
• Provide regular updates on major incidents, project activities, risks, and outstanding issues.

6. Audit, Compliance & Documentation

• Maintain comprehensive and up-to-date documentation for applications, configurations, interfaces, support procedures, and system changes.
• Support internal and external audit activities when required.
• Ensure application support activities comply with Group IT policies, governance standards, security requirements, and regulatory obligations.
• Maintain appropriate evidence and records for incident management, change management, testing, and system access where required.

The role has direct responsibility for maintaining the availability, stability, and effective operation of business-critical enterprise applications.

Key accountabilities include:

• Timely resolution of incidents and service requests within agreed SLAs.
• Minimizing business disruption caused by application issues.
• Maintaining application availability, reliability, and performance.
• Ensuring effective delivery of application enhancements and system changes.
• Identifying recurring issues and implementing sustainable solutions.
• Supporting automation and process improvement initiatives.
• Ensuring proper governance, documentation, and compliance.
• Maintaining effective relationships with business users, IT teams, vendors, and project stakeholders.
• Bachelor's Degree or Diploma in:
• Computer Science
• Information Technology
• Information Systems
• Computer Technology
• Engineering
• Finance / Accounting
• or another relevant discipline.
• Specialization or practical experience in IT systems, software, application support, or enterprise applications is preferred.
• 2–5 years of relevant experience in IT application support, enterprise systems support, or a related role.
• Experience supporting enterprise resource planning (ERP), property management, financial, or business applications is preferred.
• Experience with IFCA systems will be a strong advantage.
• ITIL, COBIT, TOGAF, or other relevant professional certifications are an advantage.
  

The successful candidate should demonstrate:

• Proven experience supporting complex enterprise applications and business-critical systems.
• Experience in application incident management, troubleshooting, problem management, and service request handling.
• Experience working with business users to understand requirements and resolve application issues.
• Experience supporting system implementations, upgrades, enhancements, testing, and post-go-live activities.
• Experience working with third-party application vendors and managing technical escalations.
• Experience in the property management or property development industry is preferred.
• Candidates with experience supporting IFCA ERP or property management systems will be highly advantageous.
• Familiarity with CI/CD practices and tools such as JIRA and ITSM platforms.
• Exposure to RPA, UiPath, data integration, or document capture technologies is an advantage.
• Strong application and technical support skills.
• Experience managing incidents, service requests, escalations, and user support.
• Understanding of ITSM processes and SLA management.
• Ability to support enterprise applications across multiple business functions.
• Strong troubleshooting and analytical capabilities.
• Ability to diagnose complex application issues.
• Ability to interpret application logs, error messages, system behavior, and data.
• Experience performing Root Cause Analysis and identifying permanent solutions.
• Familiarity with SQL, basic scripting, and application monitoring tools.

Enterprise Applications

Experience with one or more of the following is advantageous:

• IFCA Net / IFCA Mall
• Microsoft Dynamics 365 Finance & Operations
• Microsoft Power Platform
• RPA / UiPath
• Talend
• ABBYY FlexiCapture
• Property management systems
• ERP / Finance systems
• E-Invoicing platforms
• Integration and middleware technologies