Advanced IT Application Support Engineer

You will be responsible for providing advanced technical support for critical enterprise applications within the KBank ecosystem, including MDP, EBAN, DIH, and ENHD. Your role involves monitoring system operations, analyzing complex incidents, and coordinating with development and infrastructure teams to ensure high availability and performance. You will also manage ServiceNow tickets, maintain technical documentation, and implement proactive measures to prevent recurring operational issues.

This position requires a strong focus on root cause analysis and effective collaboration across cross-functional teams to resolve production incidents within defined service levels. You will handle operational activities for VPN services and other infrastructure-related systems while adhering to strict security standards and service management processes. The role emphasizes continuous improvement of support workflows and operational efficiency to maintain business continuity.

• Provide application support and operational assistance for MDP, EBAN, DIH, ENHD, and related systems
• Monitor application operations to ensure system availability, stability, and performance
• Analyze, troubleshoot, and resolve application incidents within agreed service levels
• Coordinate and escalate issues to development, infrastructure, and technical teams
• Collaborate with development teams to investigate complex issues and implement fixes
• Perform application installation, configuration, maintenance, and operational support
• Handle and coordinate ServiceNow incidents, requests, and operational tickets
• Support VPN Services P3R1 and infrastructure-related operational activities
• Perform proactive monitoring to identify potential issues and reduce recurring incidents
• Maintain detailed records of incidents, problems, resolutions, and operational activities
• Prepare and maintain technical documentation, operational procedures, and knowledge articles
• Communicate effectively with stakeholders and provide timely updates on incident status

• Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or related field
• 2–5 years of experience in Application Support, Production Support, or System Support
• Experience supporting enterprise applications in production environments
• Experience in incident management, troubleshooting, and problem resolution
• Familiarity with ServiceNow or other IT Service Management (ITSM) tools
• Experience with application operations, monitoring, and production support processes
• Ability to analyze application issues and perform root cause analysis (RCA)
• Experience collaborating with Software Development, Infrastructure, and Database teams
• Basic knowledge of SQL and database troubleshooting
• Familiarity with Linux/Unix environments and application servers
• Good understanding of SDLC and application support processes
• Strong analytical thinking, troubleshooting, and problem-solving skills
• Good communication and coordination skills for cross-functional collaboration
• Ability to work under pressure and handle production incidents within defined timelines