Product Support

Key Responsibilities

A. Application & Product Support

• Provide first- and second-level support for assigned in-house and purchased applications.
• Troubleshoot application issues, errors, access problems and system-related incidents.
• Analyse reported problems, identify root causes and coordinate resolution.
• Monitor application performance, availability and recurring issues.
• Maintain proper incident, problem and resolution records.
• Provide user guidance and support for system functions and business processes.

B. In-House Application Support

• Support applications developed and maintained by the internal IT development team.
• Work with developers to investigate bugs, system errors and enhancement requests.
• Perform functional checking and validation after fixes or system changes.
• Assist in maintaining application documentation, user guides and system knowledge bases.
• Support application deployment and post-go-live monitoring.

C. Purchased / Vendor Applications

• Provide operational support for commercial/off-the-shelf applications.
• Liaise with software vendors and implementation partners for technical issues, bugs and product support.
• Follow up vendor cases and ensure issues are resolved within agreed timelines.
• Coordinate software upgrades, patches, maintenance and version changes.
• Review vendor release notes and assess potential impact on business users and existing integrations.
• Maintain records of application licenses, support contracts and maintenance arrangements where required.

D. Project Implementation & System Rollout

• Participate in the implementation of new in-house developed, purchased and SaaS applications.
• Work with business users, project teams, vendors and implementation partners throughout the project lifecycle.
• Assist in gathering and validating business and system requirements.
• Coordinate project activities related to application configuration, data preparation, migration and system setup.
• Review and validate functional specifications, system configuration and proposed solutions.
• Prepare and coordinate System Integration Testing (SIT), User Acceptance Testing (UAT) and regression testing.
• Coordinate with business users to conduct UAT, capture feedback and track issues to closure.
• Support user training, preparation of user guides and operational handover.
• Coordinate cutover, go-live and post-implementation support activities.
• Monitor system performance and user issues during the hypercare / stabilization period after go-live.
• Ensure proper handover of the implemented system to the Product Support team for ongoing operation and maintenance.
• Maintain project-related documentation, including requirements, test results, configuration, issue logs, training materials and operational procedures.
• Identify implementation risks, dependencies and issues and escalate them to the project manager or IT management when necessary.

E. User Requirement & Enhancement Support

• Gather and understand business users' requirements and pain points.
• Assess enhancement requests and coordinate with developers or vendors for solution proposals.
• Prepare functional requirements, process flows and change requests where necessary.
• Assist in evaluating the impact, effort and priority of requested changes.
• Support continuous improvement of existing applications and business processes.

F. Testing & Release Management

• Prepare test scenarios and test cases for application changes.
• Coordinate and support System Testing, UAT and regression testing.
• Work with business users to validate system functionality before production release.
• Ensure identified defects are tracked and resolved before go-live.
• Support production deployment and perform post-release verification.

G. Integration & Data Support

• Coordinate with integration and infrastructure teams on application interfaces and system dependencies.
• Assist in investigating data/interface issues between applications.
• Perform basic data validation and reconciliation when required.
• Escalate complex integration, database or infrastructure issues to the appropriate IT team.

H. Documentation & Knowledge Management

• Maintain application documentation, including:

  • System overview
  • User guides
  • Support procedures
  • Troubleshooting guides
  • Configuration information
  • Test cases and results
  • Vendor contact and support information

• Build and maintain a knowledge base for recurring application issues.

• Ensure proper handover and documentation for new applications and system enhancements.

I. IT Service & Governance

• Follow IT service management, security and change management procedures.
• Ensure application changes are properly documented, tested and approved before production deployment.
• Monitor and report application support performance, recurring incidents and outstanding issues.
• Participate in application disaster recovery, business continuity and security-related activities where required.
• Support IT audits and compliance requirements related to applications.

Required Qualifications & Experience

• Diploma or Degree in Information Technology, Computer Science, Information Systems, Software Engineering or related discipline.
• 2–5 years of experience in application support, product support, software implementation or IT service support.
• Experience supporting both in-house developed and commercial/vendor applications is an advantage.
• Experience in working with business users and software vendors.
• Experience in system testing, UAT and application troubleshooting.

Technical Skills

• Good understanding of application support and software development lifecycle.

• Basic knowledge of:

  • SQL and database queries
  • Web-based applications
  • APIs and system integration
  • Application servers and cloud applications
  • Microsoft 365 / enterprise applications
  • User access and application security

• Experience with ticketing / service desk systems is an advantage.

• Knowledge of ERP (IFCA ERP & Lease 365), CRM, HR, Finance, Property & Construction, Sales or other enterprise applications is an advantage.

• Familiarity with AI-enabled applications, automation, cloud and SaaS solutions is an added advantage.

Soft Skills

• Strong analytical and problem-solving skills.
• Good communication and interpersonal skills.
• Able to communicate effectively with both technical and non-technical users.
• Customer- and service-oriented mindset.
• Good coordination and follow-up skills.
• Able to work independently and manage multiple support issues simultaneously.
• Strong sense of ownership and responsibility.
• Willing to learn new technologies, applications and business processes.
• Able to work under pressure and handle urgent production issues when required.