Senior Analyst - IT Product Support

Role summary

Senior Analyst - IT Product Support is a full-time role at Marsh McLennan in Kuala Lumpur, Kuala Lumpur, Malaysia (hybrid). Posted 2026-10-10. Experience level: 2-5.

Job title

Senior Analyst - IT Product Support

Company

Marsh McLennan

Location

Kuala Lumpur, Kuala Lumpur, Malaysia

Work arrangement

hybrid

Employment type

full-time

Category

Software Engineering

Experience level

2-5

Date posted

2026-10-10

Job description

Company:

Marsh Corporate

Description:

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

Understanding of application architecture and support across different infrastructure environments (e.g., on-premises and cloud) is an 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