Application Support Engineer (6-Month Contract) | KL

Job Title: Application Support Engineer Type: Contract Duration: 6 Months Work Hours: 9am-6pm (Flexible in case incident happens outside working hour) Mode: Hybrid (3 Days Office & 2 Days WFH) Location: Bangsar South, Kuala Lumpur, Malaysia Role Objective: We are seeking an Application Support Engineer with strong experience in production support, incident management, and service operations, with a focus on customer facing digital platforms and complex system integrations, particularly across loyalty and mobile applications. Key Responsibilities: Own and manage the OPS queue across ServiceNow and shared mailboxes, ensuring timely triage and resolution of incidents and requests Troubleshoot, analyse, and resolve application and integration issues using existing documentation, runbooks, and knowledge bases Develop deep understanding of Loyalty systems, including upstream and downstream integrations Manage and drive the end to end incident lifecycle, including identification, resolution, communication, and closure of incidents Partner with SRE teams to conduct post incident reviews and contribute to root cause analysis and continuous improvement initiatives Monitor system health, proactively identify recurring issues, and drive actions to reduce incident frequency and improve stability Coordinate with external vendors to support planned releases, maintenance activities, and ensure smooth production deployments Produce and maintain operational reporting (daily, weekly, monthly) covering incidents, trends, and system performance Ensure adherence to incident management protocols, escalation procedures, and operational runbooks Act as a key point of contact for operational issues, collaborating with engineering, product, and business stakeholders Requirements Bachelor’s degree in Computer Science, Information Technology, Engineering, or an equivalent experience 3-5 years of experience in Application Support / Production Support / Service Operations roles Comarch CLM (Customer Loyalty Management) system Proficiency in BM & English Proven experience handling incidents using tools such as ServiceNow or similar ITSM platforms Strong understanding of incident management, problem management, and change management processes Experience supporting complex, customer facing applications, including mobile apps and integrated systems Ability to analyse logs, diagnose issues, and perform root cause analysis across distributed systems Experience working with cross functional teams including SRE, engineering, and external vendors Strong communication skills to provide clear updates on incidents and system status Experience producing structured operational reports and tracking service performance metrics Exposure to cloud environments (e.g. AWS) and modern application architectures is an advantage Exposure to Agentic AI is a strong advantage Experience in loyalty platforms, payments, or retail systems is a strong advantage Experience supporting customer facing mobile applications and digital platforms Exposure to loyalty platforms, rewards systems, or customer engagement ecosystems Familiarity with cloud platforms (e.g. AWS), monitoring tools, and observability practices Experience working in environments with third party vendors and managed service providers Proven experience as an Application Support Engineer (L2/L3), or similar role in a production support or service operations environment Strong understanding of incident management processes and tools (e.g. ServiceNow) Ability to quickly learn and understand complex systems, including integrations across multiple platforms Confident in independently triaging and resolving incidents with minimal guidance Experience working in cross functional environments with engineering teams, SRE, and external vendors Strong ownership mindset with the ability to manage operational queues and service health Core Skills Incident Management & Troubleshooting (L2/L3 Support) ServiceNow (or similar ITSM platforms) queue ownership and management Production Support & Service Operations Management Root Cause Analysis (RCA) and Post-Incident Review participation Strong Problem-Solving and Analytical Thinking System Integration knowledge, including APIs, backend services, and third-party systems Operational Reporting (Daily, Weekly, and Monthly) Vendor Management and Release Readiness Coordination Ability to rapidly learn and navigate complex systems Excellent written and verbal communication skills Strong ownership, accountability, and prioritization capabilities Nice-to-Have Skills Exposure to Site Reliability Engineering (SRE) practices, including monitoring, alerting, and postmortems Experience with observability and monitoring tools such as Grafana, CloudWatch, and Splunk Basic scripting and automation skills (Python, PowerShell, or similar) Understanding of cloud platforms, preferably AWS Experience working within Agile and DevOps environments Knowledge of loyalty, rewards, or customer engagemen