Kerja Sepenuh Masa, Application Support Engineer (Comarch CLM ) | 6-Month Contract di Airswift Federal Territory - Maukerja

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: 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: *************