Application Support Engineer

rhi; Kuala Lumpur; Hybrid; MYR 90,000 - 140,000; Full time

Job summary

rhi is recruiting an experienced Application Support Engineer for our KL, Malaysia client on a 6-month contract, with hybrid 60/40. The role focuses on production support, incident management, and service operations for customer-facing platforms and integrations, including loyalty and mobile apps.

The incumbent will manage ServiceNow queues, triage incidents, analyze logs, and perform root cause analyses across distributed systems, while coordinating with SRE and external vendors.

Qualifications

• Several years of experience in Application Support / Production Support / Service Operations roles.
• Strong understanding of incident management, problem management, and change management processes
• Experience supporting complex, customer-facing applications, including mobile apps and integrated systems
• Experience handling incidents using ServiceNow or similar ITSM platforms

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 and BPme ANZ 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

Skills

Incident management

ServiceNow

Log analysis

Root cause analysis

Production support

System integration

Vendor coordination

Operational reporting

Cross-functional collaboration

Ownership / accountability

Education

Bachelor's degree in Computer Science or IT

Tools

ServiceNow ITSM

Job description

rhi is recruiting for an experienced Application Support Engineer for our client based in KL, Malaysia on a 6-month contract - with possibility for extension.

• Hybrid 60/40
• Working hour: (9am - 6pm) flexible in case incident happen outside working hour
• Client will not provide a laptop - BYOD is required.

The Application Support Engineer will have 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 points:

• Manager opens to review the profile from 2 years to 8 years.
• Several years of experience in Application Support / Production Support / Service Operations roles
• 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
• Strong communication skills to provide clear updates on incidents and system status
• Comarch CLM (Customer Loyalty Management) system - good to have

Key Experience and Capabilities:

• 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

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 and BPme ANZ 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

About you

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or an equivalent experience

Experience:

• Several years of experience in Application Support / Production Support / Service Operations roles
• 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
• Comarch CLM (Customer Loyalty Management) system

Core Skills:

• Incident management and troubleshooting (L2/L3 support)
• ServiceNow (or similar ITSM tools) queue ownership and management
• Strong problem‑solving and analytical thinking
• Root cause analysis and post‑incident review participation
• Production support and service operations management
• System integration understanding (API, backend services, third‑party systems)
• Operational reporting (daily / weekly / monthly)
• Vendor coordination and release readiness support
• Ability to quickly learn and understand complex systems
• Clear, structured written and verbal communication
• Strong ownership, accountability, and prioritisation skills

About rhi

rhi is a professional services provider with global expertise. Tracing our history back to the 19th century, we have spent the last 50 years as a global leader to the energy industry.

We combine efficient systems and processes with a deep understanding of client challenges and market insight. We work with our clients to deliver information and resources that will support every stage of their operations. We deliver value to our employees, our clients and the countries that we work in.

rhi-group.com

Diversity Statement

We are an equal opportunity employer that recognises the value of a diverse workforce. All suitably qualified applicants will receive consideration for employment on the basis of objective criteria and without regard to the following (which is a non‑exhaustive list): race, colour, age, religion, gender, national origin, disability, sexual orientation, gender identity, protected veteran status, or other characteristics in accordance with the relevant governing laws.