Loyalty Platform Production Support Engineer

Airswift; Kuala Lumpur; Hybrid; MYR 90,000 - 150,000; Full time

Job summary

Airswift seeks an Application Support Engineer with strong production support and incident management experience focused on customer-facing digital platforms. The role emphasizes complex system integrations, especially across loyalty and mobile applications.

You will own the OPS queue, triage incidents, analyze logs, and coordinate with SRE and external vendors to ensure stable deployments and proactive problem solving. Hybrid work arrangement applies, with 3 days in-office and 2 days remote.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience.
• 3–5 years of experience in Application Support / Production Support / Service Operations.
• Experience with Comarch CLM (Customer Loyalty Management) systems is a plus.
• Proficiency in English and BM (Bahasa Malaysia).
• Proven experience handling incidents using ServiceNow or similar ITSM platforms.

Responsibilities

• Own and manage OPS queue across ServiceNow and shared mailboxes for incidents and requests.
• Troubleshoot, analyze, and resolve application and integration issues using runbooks and knowledge bases.
• Develop deep understanding of Loyalty systems and integrations across platforms.
• Manage end-to-end incident lifecycle: identification, resolution, communication, and closure.

Skills

Service ownership

Problem solving

Cross-functional teamwork

Communication skills

Log analysis

Education

Bachelor’s degree in Computer Science/IT/Engineering

Tools

ServiceNow

APIs

Grafana

CloudWatch

Splunk

Job description

Airswift seeks an Application Support Engineer with strong production support and incident management experience focused on customer-facing digital platforms. The role emphasizes complex system integrations, especially across loyalty and mobile applications.

You will own the OPS queue, triage incidents, analyze logs, and coordinate with SRE and external vendors to ensure stable deployments and proactive problem solving. Hybrid work arrangement applies, with 3 days in-office and 2 days remote.