Hybrid App Support Engineer - 6-Month Contract

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

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.