Technology Operations Engineer

Ryt Bank; Kuala Lumpur; On-site; MYR 167,000 - 279,000; Full time

Job summary

Jora Malaysia is seeking an experienced Technology Operations professional to provide end-to-end operational support for core banking and ERP systems, including incident and change management, with a focus on automation and AI-driven improvements.

You will lead Level 1/2 support, manage on-call rosters, drive post-incident reviews, and collaborate with vendors to ensure system reliability in a fast-paced banking environment.

Qualifications

• Hands-on experience setting up paging tools like PagerDuty or OpsGenie.
• Strong understanding of IT Service Management (ITIL).
• Solid knowledge of application architecture and integration patterns.
• Experience automating workflows with scripting and APIs.
• Experience applying AI/LLM capabilities to operational use cases.
• Experience leading major incidents as incident commander.
• Ability to build operational dashboards and reporting.
• Strong documentation and communication skills.

Responsibilities

• Provide daily operational support for business-critical applications such as core banking, ERP, Treasury systems, and SaaS platforms.
• Deliver Level 1 and Level 2 application support, including troubleshooting, incident triage, and root cause analysis.
• Collaborate with vendors and internal stakeholders for resolution and enhancement of application issues.
• Monitor system performance and respond to incidents or service disruptions.
• Manage the incident lifecycle, ensuring timely escalation and resolution in line with SLAs.
• Maintain incident/resolution records in the ITSM tool.
• Act as incident commander for major incidents and coordinate responders and communications.
• Own and maintain on-call rosters, paging rules, and alert routing in PagerDuty/OpsGenie.
• Drive post-incident reviews and track corrective actions to closure.
• Perform problem management on recurring incidents and identify automation opportunities.

Skills

PagerDuty

ITIL

APIs

Python

SQL

Bash

AI governance

Incident command

Dashboarding

Communication

Tools

Grafana

Power BI

Looker

ITSM tools

Job description

About the Role

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The Technology Operations team is responsible for providing end-to-end operational support for the organization’s critical enterprise applications which include core banking systems, ERP, treasury management system, Swift, and other SaaS solutions.

The team ensures optimal system availability, performance, and compliance by delivering Level 1 and Level 2 support, and champions the end-to-end incident management and change management processes. The team also leads the adoption of AI and automation to streamline operational and IT support workflows, strengthen governance, and improve the quality and timeliness of operational reporting.

What You'll Do:

Operational & Application Support

• Provide daily operational support for business-critical applications such as core banking, ERP, Treasury systems, and SaaS platforms.
• Deliver Level 1 and Level 2 application support, including troubleshooting, incident triage, and root cause analysis.
• Collaborate with vendors and internal stakeholders for resolution and enhancement of application issues.
• Monitor system performance and proactively respond to incidents or service disruptions.
• Manage the incident lifecycle, ensuring timely escalation and resolution in line with SLAs.
• Maintain accurate incident and resolution records in the ITSM tool.
• Act as incident commander for major incidents and coordinate responders, run bridge calls, and manage internal and business stakeholder communications until service is restored.
• Own and maintain on-call rosters, paging rules, and alert routing in tools such as PagerDuty or OpsGenie, tuning thresholds to reduce alert noise and false positives.
• Drive post-incident reviews, publish blameless RCA reports, and track corrective and preventive actions to closure with the responsible teams.
• Perform problem management on recurring incidents, identifying systemic fixes and automation opportunities that permanently remove the failure mode.

Data Management & Technical Configurations

• Perform data patching activities either through the front-end application or via backend scripting (e.g., SQL scripts).
• Maintain data integrity and ensure all changes are tested and validated according to internal controls.

AI Automation Design & Implementation

• Identify high-friction, repetitive workflows across Operations and Technology including ticket triage, access requests, reconciliation checks, evidence gathering and assess them for AI or rules-based automation.
• Design, build, and deploy AI-assisted automations and agents (e.g., LLM-based ticket classification and summarization, chatbot-driven L1 support, runbook automation, script generation) integrated with the ITSM and monitoring toolchain.
• Partner with Technology and business teams to translate manual operating procedures into automated workflows, defining success metrics, human-in-the-loop checkpoints, and rollback paths.
• Ensure all AI use cases meet internal AI governance, data privacy, and model risk requirements including data classification, prompt and output logging, access controls, and documented human oversight.
• Monitor deployed automations for accuracy, drift, and exceptions; iterate on prompts, rules, and integrations to sustain reliability.
• Document automation designs, controls, and operating procedures, and train support teams on adoption and safe use.

What We're Seeking

• Hands-on experience setting up and operating paging tools such as PagerDuty, OpsGenie, or equivalent.
• Strong understanding of IT Service Management (e.g., ITIL frameworks).
• Solid knowledge of application architecture, system interdependencies, and integration patterns.
• Hands-on experience automating operational workflows with scripting (e.g., Python, SQL, Bash) and integrating systems via APIs or workflow/iPaaS tooling.
• Practical experience applying AI/LLM capabilities to real operational use cases including prompt design, API integration, output evaluation and an appreciation of AI governance, data privacy, and model risk considerations.
• Experience leading major incidents as incident commander and facilitating blameless post-incident reviews.
• Ability to build operational dashboards and reporting (e.g., Grafana, Power BI, Looker, or native ITSM reporting).
• Analytical thinking with strong problem-solving capabilities and a structured troubleshooting approach.
• Strong documentation and communication skills.
• Ability to work under pressure in a fast-paced operational environment.
• A passion for continuous learning, innovation, and professional development.
• High ownership of responsibilities, with a focus on delivering results and meeting deadlines.
• Financial services experience is a plus but not required.
• Familiarity with Bank Negara Malaysia's guidelines, including Risk Management in Technology (RMiT).