Application Support Engineer (6-Month Contract) | KL

Airswift; Kuala Lumpur; Hybrid; MYR 100,000 - 167,000; Part time

Job summary

Airswift is seeking an Application Support Engineer in Bangsar South, Kuala Lumpur, Malaysia for a 6-month contract. The role focuses on production support, incident management, and service operations for customer-facing digital platforms and complex integrations across loyalty and mobile apps.

You will own the OPS queue in ServiceNow, troubleshoot issues, coordinate with SRE and external vendors, and report on incidents and system performance.

Qualifications

• Bachelor’s degree in Computer Science, IT, or Engineering.
• 3–5 years in Application/Production Support or Service Operations.
• Experience with Comarch CLM system.
• Proficient in BM and English.
• Experience with incident management using ServiceNow or similar ITSM.
• Strong understanding of incident, problem and change management.
• Experience supporting customer-facing apps and integrations.
• Ability to analyze logs and perform root-cause analysis.
• Experience with cross-functional teams including SRE, engineering, and vendors.
• Strong communication and reporting of service metrics.
• Familiarity with AWS and modern cloud architectures is a plus.
• Exposure to loyalty or retail platforms is advantageous.

Responsibilities

• Own and manage OPS queue in ServiceNow and shared mailboxes.
• Troubleshoot, analyze, and resolve app/integration issues using docs and runbooks.
• Develop understanding of Loyalty systems and integrations.
• Manage end-to-end incident lifecycle from identification to closure.
• Partner with SRE teams for post-incident reviews and RCA.
• Monitor system health and reduce incident frequency.
• Coordinate with external vendors for releases and production deployments.
• Produce operational reports (daily, weekly, monthly).
• Ensure adherence to incident protocols and runbooks.
• Act as key contact for operational issues with stakeholders.

Skills

Incident Management

ServiceNow ITSM

Production Support

Root Cause Analysis

Vendor Management

Cross-functional Collaboration

Strong Communication

Observability Tools

Troubleshooting

Education

Bachelor’s degree in Computer Science

Information Technology

Engineering

Tools

ServiceNow

Comarch CLM

AWS

Job description

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