Cloudpoint Technology Berhad.

Key Responsibilities

Monitor application and system alerts using enterprise monitoring tools.
Perform 24×7 Level 1 monitoring of critical applications and services.
Acknowledge, validate, and prioritize alerts based on business impact.
Perform initial troubleshooting and incident analysis.
Escalate incidents to Level 2 support teams within SLA.
Log, track, and update incidents in the ITSM/ticketing system.
Monitor application availability, system health, and service performance.
Perform routine health checks and prepare operational reports.
Coordinate with Infrastructure, Network, Database, and Application support teams.
Ensure service availability and minimize operational downtime.
Support 24×7 rotational shift operations.

Requirements

Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related field.
Fresh graduates are encouraged to apply.
1–3 years of experience in IOC, Application Support, IT Operations, System Support, or Technical Support is an advantage.
Basic knowledge of Windows and Linux operating systems.
Basic understanding of application architecture, web technologies (HTTP/HTTPS, REST APIs), and relational databases (SQL Server, Oracle, MySQL, PostgreSQL).
Familiarity with application monitoring tools such as Dynatrace, AppDynamics, Splunk, Grafana, ELK, or similar solutions is an advantage.
Familiarity with ServiceNow or other ITSM/ticketing tools is an advantage.
Knowledge of ITIL, Incident Management, and SLA processes is an advantage.
Good analytical, troubleshooting, communication, and teamwork skills.
Willing to work on rotational shifts, including weekends and public holidays.