Job Description

 L2/L3 Support Engineer 

Important Information

Location: Kuala Lumpur Malaysia
Experience: 3+ years
Job Mode: Full-time Contract
Work Mode: On-Site

 
Job Summary

L2/L3 Support Engineer to provide technical support and maintenance for digital App. The role involves troubleshooting issues, ensuring system stability, and collaborating with development and operations teams to enhance service reliability and performance.

Responsibilities & Duties 

•    Provide L2/L3 support for Celcom Life App, ensuring timely issue resolution and minimal service disruptions. 
•    Analyze, troubleshoot, and resolve application, infrastructure, and integration issues. 
•    Monitor system performance, logs, and alerts, taking proactive measures to prevent incidents. 
•    Collaborate with development, DevOps, and infrastructure teams to address application defects and performance concerns. 
•    Handle incident management, root cause analysis (RCA), and resolution for production issues. 
•    Ensure proper documentation of issues, resolutions, and system changes. 
•    Provide technical support for new releases, patches, and system upgrades. 
•    Work closely with the business and customer support teams to understand and address user concerns. 
•    Support integration with third-party systems, APIs, and backend services. 

Qualifications & Skills
•    3+ years of experience in L2/L3 application support for digital platforms.
•    Strong expertise in mobile applications, APIs, and backend systems.
•    Proficiency in Java, Node.js, Spring Boot, microservices, and API integrations.
•    Experience working with cloud platforms (AWS, Azure, GCP) and DevOps tools.
•    Hands-on experience with database management (SQL, NoSQL), logs analysis, and debugging tools.
•    Familiarity with monitoring tools (Splunk, Grafana, Dynatrace, etc.).
•    Understanding of incident, problem, and change management processes (ITIL framework preferred).
•    Strong troubleshooting and analytical skills with the ability to work under pressure
•    Good communication and collaboration skills to interact with technical and non-technical stakeholders. 

Role-specific Requirements
•    Experience in telecommunications or digital services.
•    Familiarity with digital platforms.
•    Certifications in ITIL, cloud platforms, or DevOps tools are a plus.

Job Requirements