Application Support Engineer, IT

Salary: RM 5,000 – RM 5,500 per month

Key Responsibilities

Technical Support & Diagnostics

· Act as the technical escalation point for complex application bugs, system degradation, and data anomalies across ASP.NET, C#, and VB environments.

· Write, review, and execute advanced T-SQL scripts, stored procedures, triggers, and functions to debug system issues and rectify data discrepancies safely.

· Perform MS SQL database performance optimization, identifying and resolving blocking queries, deadlocks, indexing gaps, execution plan bottlenecks, and high CPU/I/O usage.

· Triage, inspect, and trace underlying application source code to pinpoint root causes in .NET Framework architecture.

Team Leadership & Operational Governance

· Lead, mentor, and resource-plan a team of Application Support Engineers, promoting best practices in incident management and code diagnostics.

· Oversee daily queue management, ticket distribution, and SLA compliance for incidents, service requests, and maintenance windows.

· Establish standard operating procedures (SOPs), technical runbooks, and automated monitoring alerts.

Incident & Problem Management

· Serve as Incident Commander during P1/P2 major outages, steering rapid diagnostic efforts and communicating status to business executives.

· Lead post-incident Root Cause Analysis (RCA) meetings and partner with core Development teams to push permanent code/database bug fixes into release pipelines.

· Track operational metrics (MTTR, MTTD, ticket volume trends) to proactively resolve recurring pain points.

Deployment & Stakeholder Collaboration

· Oversee application patch installations, maintenance deployments, and database schema updates in staging and production environments.

· Liaise between business units, software engineering leads, infrastructure/DBA teams, and external third-party software vendors.

Qualifications & Technical Skills

Core Technical Requirements

· Database Mastery: Strong MS SQL Server knowledge, proficient in T-SQL, schema design, stored procedures, and execution plan analysis. Knowledge of PostgreSQL is an added advantage.

· Database Performance Optimization: Extensive hands-on experience tuning query performance, index management, identifying missing indexes, resolving deadlocks, and optimizing database IO/memory utilization.

· Microsoft .NET Stack: Proven experience debugging and supporting applications built on .NET Framework, ASP.NET (Web Forms / MVC), C#, and VB / VB.NET.

· Diagnostics & Monitoring: Familiarity with SQL Profiler, Extended Events, and Windows Server Event Logs.

· ITSM & Tooling: Experience using ticketing and version control systems (Jira, ServiceNow, Git, SVN).

Experience & Education

· Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or equivalent experience.

· 5+ years of hands-on experience in Application Support, Production Support, or Software Engineering within a Microsoft tech environment.

· 2+ years of experience in a team lead, supervisory, or senior escalation capacity.

· ITIL Foundation certification (v3/v4) or Microsoft certifications (e.g., MCSA/MCSE SQL Server or Azure Developer) are a strong plus.

Key Soft Skills

· Exceptional analytical and troubleshooting mindset under pressure during critical outages.

· Agile & Growth-Minded: Flexible and resilient team member capable of managing competing demands and seamlessly adjusting focus to meet evolving business needs.

· Strong written and verbal communication skills to explain technical issues clearly to non-technical business partners.

· Structured approach to documentation and knowledge sharing.

· Possess a sense of ownership, proactive, outgoing personality, enthusiasm and a team player.

· Optimistic with new challenges and willing to learn new things.