We are seeking a talented individual to join our IT Product Support team at Marsh & McLennan Asia Business Services (MMABS). 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 as per respective team's arrangement.

IT Product Support _ Senior Coordinator

What can you expect?

Unparalleled opportunity to join our dynamic Technical Support teamA strong support network that is committed to help you succeed and fulfil your potentialExceptional training and development initiatives as well as exposure to a wide range of learning avenuesAccess to Employee Resource Groups that provide mentorship opportunities

 What is in it for you?

Career Development and Training OpportunitiesParticipate in regional projects

 We will count on you to:

Helps to investigate, triage, diagnose and resolve issues, working with clients (primarily internal, occasionally external), other IT departments and suppliers as appropriate; Helps to provide support until tickets are resolved.Assists in troubleshooting activities to resolve complex issues reported by users, as well as troubleshoot system-triggered alerts and triage issues to the appropriate technology groups.Supports business critical applications; ensures monitoring is in place, identifies and reports on service issues, and formulates proposals for problem resolutions and/or improvements.Supports complex change management processes (i.e. Software Development Lifecycle and Change Management).Ensures appropriate support documentations are completed and maintained.Arranges, schedules, and coordinates resources and activities for client specific requests.Perform training, troubleshooting and repair application service issuesRespond to incidents within SLA or within a timely manner with appropriate level of urgency, and follow up with business users on all issuesEscalate incidents and questions to appropriate development and cross functional support groupsEnsure all service feedback and updates are provided in a timely manner to all stakeholdersSupport application verification during events such as infrastructure changes and software releasesUse corporate incident management system to record and track all support workAssist in ad-hoc projects and tasks on behalf of the team

 What you need to have:

At least 3-6 years of relevant experience in product support or in a similar roleStrong application support experience in insurance domain applications and user issues resolution on Policy/Proposal/Client/Insurers/Billing etcGood general knowledge of standard computer softwareExcellent verbal and written communication skillsSuperior customer service skillsAbility to independently plan, organize and prioritize one’s own activitiesAbility to train both business colleagues and cross functional colleaguesAbility Communicate with cross functional colleagues for faster resolution of issuesKnowledge of Oracle PL/SQLAbility to analyze and resolve batch feed related issuesAbility to reproduce issues in lower environment and provide workaround / solution to usersknowledge on CITRIX based applications is added advantageKnowledge on EOD/EOM process/activities is added advantage

 What makes you stand out:

Willingness to learn, possess a positive attitude and able to work in a fast-paced environmentSelf-motivated, highly organized, resourceful and meticulousProficient in insurance domain applicationsAbility to multi-task and work well under pressureAbility to work independently as well as within a team

Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com, or follow on LinkedIn and X.

Marsh McLennan 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 McLennan 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 McLennan 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.