IT Product Support Senior Coordinator

IT Product Support Senior Coordinator

We are seeking a talented individual to join our IT Product Support team at Marsh & McLennan Asia Business Services (MMABS). This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working as per respective team's arrangement.

The key responsibility is to provide high quality support to the Operations business across the Pacific Region.

We will count on you to:

• Manage to investigate, triage, diagnose and resolve complex application issues reporting in the company's incident management and tracking tool
• Provide users with best practice communications, guidance, and other appropriate support until tickets are resolved
• Managing and coordinating escalations to other AMS teams and Major Incident Management teams
• Determines escalation if unable to resolve
• Works closely with Tier 1 team as well as Tier 3 project teams
• Re-assigns misrouted tickets or notes and escalates them to the appropriate service desk if the correct assignment is unknown
• Supporting additional Global and Pacific local applications that will be coming online later in the year under the project
• Ensure all relevant implementation, support and change management processes are adhered to
• Provide support during core hours and additional support for business critical application during non-core hours.
• Provide service reports, management summary and IT related documents

What you need to have:

• Bachelor's degree with a minimum of 4 years Level 1/Level 2 application technical support, strong analytical, troubleshooting and problem-solving skills.
• Experience in Change Management and User Access Management
• Good knowledge of software development life cycle aligned with ITIL
• Experience working in and experiences working in: Citrix, .NET, FTP/SFTP, eBix SQL queries/scripting; Oracle Various internet browsers Microsoft Offices skills, Power Query advanced

What makes you stand out:

• Excellent interpersonal and communication skills Excellent coordination skills and ability to work with multiple stakeholder

Why join our team:

• We help you be your best through professional development opportunities, interesting work, and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.