Puncak AI Hiring! Full Time Support - Maintenance Executive in Selangor - Ricebowl

KEY RESPONSIBILITIES

A. Application Support & Incident Management

• Provide timely application and system support in accordance with agreed service levels, operational priorities and authorised support procedures.
• Receive, assess and triage incidents, classify severity and impact, initiate appropriate troubleshooting and manage escalation through to resolution or handover.
• Troubleshoot application issues using logs, basic SQL, API testing, configuration checks and issue reproduction techniques to identify likely causes and support resolution.
• Coordinate with developers, vendors and other technical teams when issues require specialist investigation, code changes, infrastructure support or third-party action.
• Provide standby or after-hours support when required, in accordance with agreed service levels.

B. Problem Management & Service Reliability

• Support problem management by identifying recurring incidents, contributing to root-cause analysis and tracking preventive or corrective actions to closure to reduce repeat issues.
• Monitor system health and operational indicators and perform authorised preventive maintenance activities to support system stability and service reliability.
• Monitor AI service outputs (such as accuracy, failures and drift, meaning a gradual drop in model performance) and report anomalies to developers.

C. Controlled Maintenance, Backup & Release Validation

• Support controlled maintenance, patching, configuration changes and release validation, ensuring appropriate testing, approvals, safeguards and rollback considerations are followed.
• Perform or support authorised backup and restore activities in accordance with approved procedures and access controls.
• Conduct regression testing, document defects and coordinate follow-up with developers or relevant technical teams before release or closure.

D. Support Documentation & User Communication

• Maintain accurate support records, knowledge-base articles, troubleshooting guides and reusable resolution instructions to improve response consistency and knowledge transfer.
• Provide clear user guidance and communicate incident status, expected actions and resolution information professionally to technical and nontechnical users.

E. Security & Confidentiality

• Handle system information, credentials and access permissions carefully and in accordance with applicable security and confidentiality requirements.

F. Others

• Perform any other duties and responsibilities as assigned by the Reporting Officer or Management from time to time.

QUALIFICATIONS

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Software Engineering, Information Systems or a related field.
• Relevant certification in IT service management, cloud, database, application support or related technology areas is an added advantage.
• Minimum 3 years of relevant experience in application support, software support, system maintenance, IT operations or a related technical support role.
• Experience in ticket triage, severity classification, escalation, SLA tracking and incident ownership through resolution.
• Practical experience troubleshooting applications using logs, basic SQL, API testing, configuration checks and issue reproduction.
• Working knowledge of operating systems, networking concepts, cloud environments, monitoring tools, patching and release validation.
• Experience supporting backup and restore activities, regression testing, defect reporting and coordination with developers or vendors.
• Strong documentation discipline with experience maintaining support records, knowledge-base content and user guidance.

REQUIRED COMPETENCIES & SKILLS

Technical Competencies

• Incident & SLA Management
• Application Troubleshooting & Log Analysis
• SQL, API Testing & Application Configuration
• Operating Systems, Networking & Cloud Fundamentals
• Monitoring, Patching & Release Validation
• Backup & Restore Procedures
• Regression Testing & Defect Management
• Knowledge Management & User Guidance

Leadership / Behavioural Competencies

• Customer Empathy & Professionalism
• Clear Technical & Non-technical Communication
• Analytical Thinking & Problem Solving
• Ownership, Responsiveness & Follow-Through
• Time Management
• Team Collaboration
• Adaptability & Learning Agility
• Information Security & Access Discipline

WHY JOIN US

• Comprehensive medical benefits for you, your spouse, and children, ensuring your well-being is our top priority.
• Rest easy with our group insurance and term life coverage, providing you with security and assurance.
• Stay energized with meal credit that keep you fueled throughout the day.
• An in-house futsal court and badminton court for post-work workouts.
• A variety of fun-filled events and gatherings to unwind.
• Achieve a healthy work-life balance, ensuring you thrive both in and out of the office.