Application Support Engineer - Incident & Service Ops

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 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.