Martech Operations Specialist

DFI Retail Group; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

DFI Retail Group is seeking a detail-oriented L2 Application Support specialist to bolster the Customer Engagement Platform (CEP). You will ensure platform availability, coordinate releases, and manage incidents across regions.

The role requires 2–4 years in enterprise applications, familiarity with SQL, APIs, Postman, and strong analytical skills. Mandarin or Cantonese is preferred for regional stakeholder engagement.

Qualifications

• Bachelor's degree in CS, IS, Eng or related field.
• 2–4 years supporting enterprise applications/MarTech/CRM.
• Experience in L2 application support, incident management, and release coordination.
• Familiarity with SQL, APIs, Postman, and log analysis.
• Strong analytical and stakeholder management skills.
• Understanding of customer journeys, segmentation, and audience logic.
• Proficiency in Mandarin or Cantonese for regional engagement.

Responsibilities

• Support day-to-day CEP platform operations ensuring availability and readiness.
• Coordinate platform releases and deployments; monitor platform health.
• Investigate incidents, perform root cause analysis, and coordinate with vendors.
• Validate fixes and monitor recurring issues to drive improvement.
• Coordinate SIT, UAT readiness, production deployments, and hypercare.
• Support governance, KPIs, risk logs, and change management.
• Validate API and webhook responses during SIT/UAT.

Skills

L2 support

Incident management

Release coordination

SQL

APIs

Postman

Log analysis

Analytical thinking

Stakeholder mgmt

Customer journeys

Mandarin/Cantonese

Education

Bachelor's degree in Computer Science, Information Systems, Engineering, or a related discipline

Tools

Postman

Job description

DFI Retail Group is a leading pan-Asian retailer and operates across four broad formats: Food (including Supermarkets, Hypermarkets, and Convenience Stores), Health & Beauty, Home Furnishings, and Restaurants. The Group has operations in 12 markets and operates multiple formats in most markets to satisfy different customer segments and trades under well-recognized brands.

About the Role

Support the operational excellence of the Customer Engagement Platform (CEP) by providing L2 application support, coordinating platform releases, managing operational readiness, and ensuring stable, secure, and reliable platform operations across the business.

Platform Operations

• Support the day-to-day operations of the CEP platform, ensuring platform availability, stability, and operational readiness.
• Coordinate platform releases and production deployments. Monitor platform health and operational issues.
• Perform initial checks on reported issues, such as journeys not being triggered, segment mismatches, or data missing from customer profiles.

Incident & Problem Management

• Provide L2 application support for CEP capabilities, including customer identity, segmentation, campaigns, journeys, and loyalty.
• Investigate incidents, perform root cause analysis, and coordinate issue resolution with vendor engineering teams and L3 support.
• Validate fixes and monitor recurring issues to drive continuous improvement.

Testing & Release Management

• Coordinate platform readiness for SIT, business-led UAT, production deployments, and hypercare.
• Support release validation, cutover activities, rollback planning, and production verification.

Operational Governance

• Support change management, operational governance, and platform compliance.
• Maintain operational KPIs, issue tracking, risk registers, and action logs.
• Ensure adherence to operational processes, standards, and governance.

API & Integration Validation

• Support testing of API and webhook responses during SIT/UAT.
• Validate response status and data accuracy using tools (e.g., Postman).
• Escalate integration issues to the Data & Integrations Specialist.

About You

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related discipline.
• 2–4 years of experience supporting enterprise applications, MarTech platforms, CRM, CDP, Loyalty, Marketing Automation, or Customer Engagement Platforms.
• Experience providing L2 application support, incident management, and release coordination.
• Familiarity with SQL, APIs, Postman, and log analysis for troubleshooting.
• Strong analytical, stakeholder management, and problem-solving skills.
• Understanding of customer journeys, segmentation, and audience logic.
• Proficiency in Mandarin or Cantonese to support regional stakeholder engagement.