Senior Analyst - IT Product Support

We are seeking a talented individual to join our IT Product Support team at Marsh. 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 three days in office.

Senior Analyst - IT Product Support

Be part of the L2 team providing high quality application technical support services within the firm across Asia Pacific region.

Main responsibility includes:

• Manage the day-to-day activities of the technical application support team

• Responsible for the stable operations of the applications managed by the team.

• Collaborating and communicating with business users and helping solve their technical issues

• Support and/or lead business or legislative projects as SMEs where required

• Regular discussion and interaction with the other functional teams

• Identify opportunities for improvements and champion discussions within team/across team to bring those improvements in

We will count on you to:

Technical activities

• Manage activities to investigate, triage, diagnose and resolve complex application issues, working with clients (primarily internal, occasionally external), other IT departments and suppliers as appropriate to resolve issues.

• Provide users with best practice communications, guidance, and other appropriate support until tickets are resolved.

• Conduct scope and solutions analysis for projects related activities

• Provide application management, including monitoring and maintenance (installation, configuration, administration) of applications and services. Able to identify abnormalities, identify an action plan and lead to resolution. Able to escalate when required to the relevant stakeholder if more support is required.

• Arranges communication on software/hardware issues and resolution updates.

• Support and/or lead trend analysis activities for repeat issues and suggest some improvement plan where applicable.

• Collaborate with various IT functional teams to enhance service availability.

• Support managers and team for any project activities or initiatives.

• Take interest in learning and applying AI/Automation within current role or beyond.

• Ensures adherence to all relevant implementation, support, and change management processes base on firm’s policies and audit requirements.

• Provides on-call support for business-critical applications during non-core hours.

• Administer and support Microsoft SQL Server environments, including routine health checks, job monitoring, and basic performance troubleshooting.

• Write and maintain SQL queries for data validation, operational reporting, and issue investigation, including querying SQL Agent job history when needed.

• Provide operational support for windows application, including process checks, service validation, and log review as part of day-to-day incident triage.

• Develop and maintain scripts (Shell, Python, or PowerShell) to automate repetitive operational tasks

• Monitor, triage, and follow up on scheduled batch workflows using BMC Control-M, including:

  • Reviewing job status and alerts

  • Identifying upstream/downstream dependencies and rerun requirements

  • Coordinating timely recovery actions and communicating impacts

Process activities

• Initiate Post Incident/Implementation Reviews; identify and own remedial activities through to completion.

• Own the support and management of key Business Critical Applications; ensure monitoring is in place, identify and report on service issues, and formulate proposals for improvement.

• Meet with internal users of the support process.

• Develop effective relationships with other business units and teams, the Service Desk and infrastructure personnel to facilitate the highest level of service to clients.

• Ensure all relevant implementation, support and change management processes are adhered.

• Provide support to business during core hours and on-call support for business-critical application during non-core hours, public holidays and weekend if and when needed.

• Monitor ServiceNow ITSM queue and automated alerts for application related issues and changes.

• Consistently update and maintain Operations and Support Knowledge base.

• Arrange communication on software/hardware issues and resolution updates.

• Provide service reports and management summary.

Project Management

• Work with Project Teams to ensure technology related projects are implemented successfully and on time with minimal impact to the production environment, including meeting all appropriate SLAs for support cases.

• Own and effectively manage personal workload, commitments and responsibilities.

What you need to have:

• Bachelor’s degree in computer science or relevant field

• 3+ years Level 2/Level 3 application technical support, strong analytical, troubleshooting and problem solving skills in the financial services industry, with specific experience in Wealth management administration or Insurance is an added advantage

• Good knowledge of IT technology for applications and infrastructure, IT Operations and ITIL processes

• Good knowledge in writing/analysing SQL queries will be required.

• Knowledge in Python, Shell or PowerShell scripting will be an added advantage

• Experience in application setup, configuration, deployment, and support.

• Excellent interpersonal and communication skills

• Good organisational and planning skills

• Having knowledge in supporting AI/automation solutions is an added advantage.

• Outcome driven with adherence to deadlines and legislative requirements.

• Ability to work well under pressure/ with minimum supervision.

• Strong self-motivation, client focus, and professionalism with the ability to use your own initiative.

• Ability to work collaboratively in a fast-paced, dynamic environment.

• Good analytical and problem-solving skills

Other Requirements

• May require occasional extended hours, public holidays and/or weekends to address critical issues or meet project deadlines.

• Able to commit to hybrid working arrangement, with a minimum of 3 days in office. Flexible to adhere to any change in work arrangements in future.

• Candidate should have available transport to commute to office for the expected business support hours.

• Work shifts will align to the Pacific region, hence business support hours will start at 6am KL and/or 7am KL time.

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 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

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.