Infosys

Global digital services and consulting provider

Ops Analyst

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaNo salary listedIn-person

About the Job

Requirements

Three to five years of experience in IT application production support at L2 level.
Hands-on experience in incident management, service request management, and problem management.
Experience with ServiceNow is mandatory.
Exposure to application monitoring tools.
Understanding of ITIL processes and best practices.
Experience in log analysis, troubleshooting, and root cause identification.
Ability to manage vendor relationships and communications between business teams, vendors, and stakeholders.
Ability to create and maintain documentation to support operations.

Responsibilities

Provide L2 support for business-critical applications in a production environment.
Resolve incidents and fulfill service requests within defined service-level agreements.
Perform root cause analysis for recurring issues and coordinate preventive measures with partner teams.
Ensure application availability and performance.
Manage and resolve incidents, service requests, and problem tickets.
Use ServiceNow for ticket tracking, prioritization, and updates.
Categorize and prioritize issues based on severity and business impact.
Coordinate with L1/L3 teams and other stakeholders to accelerate resolution.
Monitor application health, logs, and system alerts using monitoring tools.
Proactively identify issues and take corrective actions before impact occurs.
Maintain dashboards and reporting for system performance and incident trends.

Ops Analyst

Infosys Singapore & Australia · Kuala Lumpur, Malaysia · Contract · Posted 2026-09-14

Workplace: on_site

Department: SURE- Energy and Utilities

Description

Job Summary:

We are seeking a proactive and detail-oriented IT Application Support Specialist with strong experience in production support, incident management, and service request handling. The ideal candidate will be responsible for ensuring application stability, resolving escalated issues, monitoring systems, and collaborating with cross-functional teams to deliver timely resolutions.

Key Responsibilities:

Production Support

Provide L2 support for business-critical applications in a production environment
Handle incident resolution and service request fulfillment within defined SLAs
Perform root cause analysis (RCA) for recurring issues and coordinate with partner teams for preventive measures
Ensure high availability and performance of applications

Incident & Service Management

Manage and resolve incidents, service requests, and problem tickets effectively
Work hands-on with tools like ServiceNow for ticket tracking, prioritization, and updates
Categorize and prioritize issues based on severity and business impact
Coordinate with L1/L3 teams and other stakeholders for faster resolution

Monitoring & Alerts

Monitor application health, logs, and system alerts using monitoring tools
Proactively identify issues and take corrective actions before impact occurs
Maintain dashboards and reporting for system performance and incident trends

Required Skills & Experience:

3–5 years of experience in IT application production support (L2 level)
Strong hands-on experience in Incident Management, Service Request Management, Problem Management
Experience working with ticketing tools such as ServiceNow (mandatory)
Exposure to application monitoring tools
Good understanding of ITIL processes and best practices
Experience in log analysis, troubleshooting, and root cause identification
Excellent communication and coordination skill

Requirements

Please see the below requirements given by client:

Incident response Management
Vendor Relationship Management
Manaing communications between business and vendor and stakeholders
Create & maintaining docs to support operations

Apply

Apply at Infosys Singapore & Australia

About the Company

Infosys

Global digital services and consulting provider

Infosys is a global provider of digital services and consulting. It helps organizations with software development, cloud solutions, data and analytics, automation, and AI-powered platforms to transform their technology and business operations. The company primarily delivers these capabilities through client projects, outsourcing, and managed services, rather than selling a single standalone product. Infosys differentiates itself by its long-standing global reach (present in over 50 countries) and its breadth of offerings, including a dedicated consulting arm and a business process outsourcing unit, which together cover strategy, design, development, and ongoing operations. Its goal is to guide clients through digital transformation and AI adoption at scale, helping them improve efficiency, agility, and competitiveness over the long term.

Company size: 10,001+
Company stage: IPO
Headquarters: Bengaluru, India
Founded: 1981

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