Analyst - IT Product Support

We are seeking a talented individual to join our IT Product Support team at Marsh. This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working three days in office.

Senior Analyst - IT Product Support

Be part of the L2 team providing high quality application technical support services within the firm across Asia Pacific region.

Main responsibility includes:

• Manage the day-to-day activities of the technical application support team
• Responsible for the stable operations of the applications managed by the team.
• Collaborating and communicating with business users and helping solve their technical issues
• Support and/or lead business or legislative projects as SMEs where required
• Regular discussion and interaction with the other functional teams
• Identify opportunities for improvements and champion discussions within team/across team to bring those improvements in

We will count on you to:

Technical activities

• Manage activities to investigate, triage, diagnose and resolve complex application issues, working with clients (primarily internal, occasionally external), other IT departments and suppliers as appropriate to resolve issues.
• Provide users with best practice communications, guidance, and other appropriate support until tickets are resolved.
• Conduct scope and solutions analysis for projects related activities
• Provide application management, including monitoring and maintenance (installation, configuration, administration) of applications and services. Able to identify abnormalities, identify an action plan and lead to resolution. Able to escalate when required to the relevant stakeholder if more support is required.
• Arranges communication on software/hardware issues and resolution updates.
• Support and/or lead trend analysis activities for repeat issues and suggest some improvement plan where applicable.
• Collaborate with various IT functional teams to enhance service availability.
• Support managers and team for any project activities or initiatives.
• Take interest in learning and applying AI/Automation within current role or beyond.
• Ensures adherence to all relevant implementation, support, and change management processes base on firm’s policies and audit requirements.
• Provides on-call support for business-critical applications during non-core hours.