Job Description Overview

The System Reliability Associate shall provide support and manage the system and applications that the company is using. The job holder shall act as the single point of contact of the end-users and ensure that their issues, requests, or queries are addressed.

1.Provide timely response and updates to users’ inquiries, issues, or requests.

2.Create, categorize, prioritize, and analyze incident tickets or system alerts. Perform troubleshooting and provide workaround, solutions, or recommendations in a timely manner.

3.Create, update, audit, and close user accounts in the back-end system in compliance with User Admin Policies.

4.Provide proactive application health and performance monitoring to ensure systems, applications, and critical services are running seamlessly to ensure business continuity.

5.Perform testing for fixes, or new functions deployed to UAT or Production.

6.Manage scheduled or emergency maintenance and deployments. Ensure that internal users and third-party providers are informed.

7.Create reports and documentation following guidelines as required.

Duties and Responsibilities

1.Resolve production issues promptly, adhering to formal escalation processes.

2.Collaborate with business users and infrastructure teams to ensure timely issue resolution.

3.Actively monitor the health of systems and services and execute recommended recovery steps as needed.

4.Take ownership of issues, managing them from start to successful conclusion.

5.Handle and manage all inquiries or issues within each application.

6.Contribute to and maintain the application support knowledgebase.

7.Maintain good working relationships with clients.

8.Implement automation tools to reduce manual interventions.

9.Implement strategies to enhance application stability and performance.

10.Set up monitoring systems and develop incident response protocols.

Education

Bachelor's degree in information technology or any other related course

Desired Work Experience

Preferably one (1) year of application support experience; newly graduates are welcome.

Knowledge and Skill

1. Possess good logical thinking, strong analytical and problem-solving skills

2.Understanding of design techniques, development processes, and software configuration management.

3.Excellent command of spoken and written English and Mandarin.

Other Requirements/Qualifications

1.Knowledge of programming language such as Python, C#, Java, etc are highly desirable.

2.Experience with automation tools and infrastructure as code.

3.Knowledge of LLM and Generative AI is a plus.