Payments Production Support Lead

Leanis Solutions Sdn Bhd; Kampung Malaysia Tambahan; Presencial; MYR 120 000 - 180 000; Tempo integral

Resumo da oferta

Leanis Solutions Sdn Bhd is a Malaysian fintech software company specializing in payment infrastructure and digital-payment solutions. The role is hands-on and focuses on leading complex production investigations and coordinating incidents in live environments.

The Assistant Manager, Technical Support will champion incident response, guide engineers, and ensure high availability of critical payment systems while improving monitoring and escalation processes.

Qualificações

• Bachelor’s degree in computer science, information technology, engineering or a related discipline.
• Five+ years of relevant experience in technical support, production support, or fintech.
• At least one year of experience leading team members or mentoring engineers.
• Hands-on experience with production systems and incident handling.
• Strong understanding of REST APIs, HTTP, webhooks or callbacks and integration flows.
• Experience investigating logs and transaction records.
• SQL proficiency and database troubleshooting.
• Linux knowledge and command-line investigation.
• Ability to lead incident response and communicate with stakeholders clearly.
• Willingness to participate in after-hours support rotation.

Responsabilidades

• Lead complex payment incidents end-to-end and coordinate across multiple teams.
• Act as technical escalation point for critical incidents and service degradation.
• Analyze API, server, logs and database records to determine root causes.
• Maintain incident timelines, updates and escalation records.
• Lead post-incident reviews and drive corrective actions.
• Support deployment monitoring and post-production validation.
• Coach and develop Technical Support Engineers and review escalations.
• Improve runbooks, escalation procedures and troubleshooting standards.
• Assist in workload planning, shift scheduling and handovers.
• Contribute to knowledge base and integration guides.

Conhecimentos

Leadership

REST APIs

SQL

Linux

Incident response

Communication

Production support

Monitoring

SLA/uptime

Escalation management

Formação académica

Bachelor's degree in Computer Science / IT / Engineering

Ferramentas

Kibana

Grafana

ELK

Prometheus

Datadog

New Relic

Cloud (AWS/Azure/GCN)

Descrição da oferta de emprego

Leanis Solutions Sdn Bhd is a Malaysian fintech software company specializing in payment infrastructure and digital-payment solutions. The role is hands-on and focuses on leading complex production investigations and coordinating incidents in live environments.

The Assistant Manager, Technical Support will champion incident response, guide engineers, and ensure high availability of critical payment systems while improving monitoring and escalation processes.