Job Title: Application Support Engineer
Type: Contract
Duration: 6 Months
Work Hours: 9am-6pm (Flexible in case incident happens outside working hour)
Mode: Hybrid (3 Days Office & 2 Days WFH)
Location: Bangsar South, Kuala Lumpur, Malaysia
Role Objective:
We are seeking an Application Support Engineer with strong experience in production support, incident management, and service operations, with a focus on customer facing digital platforms and complex system integrations, particularly across loyalty and mobile applications.
Key Responsibilities:
- Own and manage the OPS queue across ServiceNow and shared mailboxes, ensuring timely triage and resolution of incidents and requests
- Troubleshoot, analyse, and resolve application and integration issues using existing documentation, runbooks, and knowledge bases
- Develop deep understanding of Loyalty systems, including upstream and downstream integrations
- Manage and drive the end to end incident lifecycle, including identification, resolution, communication, and closure of incidents
- Partner with SRE teams to conduct post incident reviews and contribute to root cause analysis and continuous improvement initiatives
- Monitor system health, proactively identify recurring issues, and drive actions to reduce incident frequency and improve stability
- Coordinate with external vendors to support planned releases, maintenance activities, and ensure smooth production deployments
- Produce and maintain operational reporting (daily, weekly, monthly) covering incidents, trends, and system performance
- Ensure adherence to incident management protocols, escalation procedures, and operational runbooks
- Act as a key point of contact for operational issues, collaborating with engineering, product, and business stakeholders
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or an equivalent experience
- 3-5 years of experience in Application Support / Production Support / Service Operations roles
- Comarch CLM (Customer Loyalty Management) system
- Proficiency in BM & English
- Proven experience handling incidents using tools such as ServiceNow or similar ITSM platforms
- Strong understanding of incident management, problem management, and change management processes
- Experience supporting complex, customer facing applications, including mobile apps and integrated systems
- Ability to analyse logs, diagnose issues, and perform root cause analysis across distributed systems
- Experience working with cross functional teams including SRE, engineering, and external vendors
- Strong communication skills to provide clear updates on incidents and system status
- Experience producing structured operational reports and tracking service performance metrics
- Exposure to cloud environments (e.g. AWS) and modern application architectures is an advantage
- Exposure to Agentic AI is a strong advantage
- Experience in loyalty platforms, payments, or retail systems is a strong advantage
- Experience supporting customer facing mobile applications and digital platforms
- Exposure to loyalty platforms, rewards systems, or customer engagement ecosystems
- Familiarity with cloud platforms (e.g. AWS), monitoring tools, and observability practices
- Experience working in environments with third party vendors and managed service providers
- Proven experience as an Application Support Engineer (L2/L3), or similar role in a production support or service operations environment
- Strong understanding of incident management processes and tools (e.g. ServiceNow)
- Ability to quickly learn and understand complex systems, including integrations across multiple platforms
- Confident in independently triaging and resolving incidents with minimal guidance
- Experience working in cross functional environments with engineering teams, SRE, and external vendors
- Strong ownership mindset with the ability to manage operational queues and service health
Core Skills
- Incident Management & Troubleshooting (L2/L3 Support)
- ServiceNow (or similar ITSM platforms) queue ownership and management
- Production Support & Service Operations Management
- Root Cause Analysis (RCA) and Post-Incident Review participation
- Strong Problem-Solving and Analytical Thinking
- System Integration knowledge, including APIs, backend services, and third-party systems
- Operational Reporting (Daily, Weekly, and Monthly)
- Vendor Management and Release Readiness Coordination
- Ability to rapidly learn and navigate complex systems
- Excellent written and verbal communication skills
- Strong ownership, accountability, and prioritization capabilities
Nice-to-Have Skills
- Exposure to Site Reliability Engineering (SRE) practices, including monitoring, alerting, and postmortems
- Experience with observability and monitoring tools such as Grafana, CloudWatch, and Splunk
- Basic scripting and automation skills (Python, PowerShell, or similar)
- Understanding of cloud platforms, preferably AWS
- Experience working within Agile and DevOps environments
- Knowledge of loyalty, rewards, or customer engagement platforms
- Experience collaborating with external vendors and service providers
- Understanding of Service Level Agreements (SLAs), Service Level Indicators (SLIs), and service performance metrics
Recruiter-in-charge:
Name: Rodney Chong
Email: rodney.chong@airswift.com