IT Application and Service Application

More than just a recruitment company. At PRTR, we have been a part of our customer's success for 30 years as their total HR solutions partner. With 550 dedicated professionals and over 15,000 outsourced staff, we will continue to carry out our mission to develop a better career, a better life, and a better society, and thrive to become the No.1 people solutions organization in Southeast Asia.

Roles and Responsibilities:

Application Operation

• Monitor daily system performance, uptime, and service continuity.
• Oversee L1–L3 support processes, ensuring timely incident resolution.
• Maintain application documentation, knowledge base, and SOP for support.

Incident, Problem, and Request Management

• Manage application incident queues, prioritize critical issues, and assign tasks.
• Conduct root-cause analysis and implement permanent fixes.
• Ensure effective handling of service requests, access requests, and configuration changes

Application Maintenance

• Plan and execute system maintenance (patching, updates, version upgrades).
• Manage configuration changes, data corrections, and parameter updates as required.
• Evaluate and implement small enhancement requests to support business needs.

Change & Release Management

• Control deployment process, release calendar, UAT, and Go-Live readiness.
• Ensure zero high-severity issues after deployment through quality control.
• Develop and maintain system documentation as per change request

Collaboration & Coordination

• Liaise with developers for bug resolution, patch releases, and deployments.
• Work closely with the Business Analyst teams to understand operational pain points.
• Coordinate with the Infrastructure team on application environment issues.

Qualifications:

• Bachelor’s degree in IT, Computer Science, or a related field.
• 4–8 years in application support, system operations, or functional support.
• Strong understanding of application functionality and business processes.
• Familiarity with troubleshooting techniques, logs, queries, and data validation.
• Experience supporting enterprise systems (e.g., D365, DMS,CRM ) is an advantage
• Ability to manage incidents, problems, and root-cause analysis.
• Good communication and customer support skills.
• Understanding of security and access control concepts.