Senior Application Support Specialist

It’s never been a more exciting time to join Vistra.  

At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction. 

But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that.  

We have an exciting opportunity for you to join our team as Senior Application Support Specialist.  Reporting to Senior Operations Manager this full-time and permanent position is based in Kuala Lumpur

Basic Qualifications:

• Diploma/Degree in Information Technology, Computer Science, or a related field.
• 4–7 years of hands-on experience in application support, preferably on customer-facing digital platforms.
• Candidates with less experience may be considered as Application Support Specialists.

Roles & Responsibilities:

• Serve as the primary point of contact for internal and external users, offering support via email and ticketing systems.
• Lead incident investigations, coordinate with development teams, and ensure resolution within SLA.
• Maintain SOP documentation to ensure it remains current.
• Mentor junior support staff and promote the best practices in issue tracking and resolution.
• Collaborate with cross-functional teams across APAC and Europe to ensure support coverage.
• May require working in a roster-based schedule to provide support across time zones, including potential coverage during public holidays.
• Improve ticket prioritization, escalation processes, and root cause analysis.
• Identify recurring issues and recommend long-term solutions.
• Maintain client relationships through clear communication and professional service delivery.
• Support user training and involve in training materials development and maintenance

Qualifications & Skills:

Required:

• Experience using IT ticketing and collaboration systems (e.g., FreshDesk, Jira, Confluence).
• Knowledge of Microsoft Office 365 and SharePoint.
• Communication and interpersonal skills.
• Ability to work independently, manage multiple tasks, and meet deadlines.
• Analytical and problem-solving abilities.
• Fluent in English.

Preferred:

• Experience supporting applications in a regional or global environment.
• Exposure to agile methodologies and cross-functional collaboration.
• Knowledge of data analytics tools such as Power BI is a plus.
• Familiarity with scripting or automation tools is a plus.

Company Benefits:

At our Malaysia office, we believe in putting our employees’ well-being first! We offer a flexible hybrid working arrangement and birthday leave.

Additionally, we provide comprehensive medical insurance and dental coverage, wellness allowance and competitive annual leave entitlement to support your well-being and time to recharge or explore your passions out of work.

As advocates of continuous learning and professional development, we provide an internal mentorship program and reimburse professional membership fees for certifications like ICSA, ensuring you stay ahead in your field.

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!