AirAsia Malaysia Hiring! Full Time Senior Systems Support Engineer in WP Kuala Lumpur - Ricebowl

Degree in Computer Science, Engineering, Information Systems, or a related field.

6+ years of experience in system support, application support, integration engineering, or production operations roles. Operations management, service governance, or related roles; proven ability to manage vendors, BPOs, or distributed operational teams.

Strong experience supporting API-driven systems and distributed platforms in production environments.

Proven ability to troubleshoot complex integration issues involving third-party systems.

Solid understanding of HTTP APIs, JSON/XML payloads, authentication mechanisms, and error handling patterns.

Experience working with logging, monitoring, and alerting tools to diagnose and resolve production issues.

Familiarity with cloud environments (AWS, GCP, or Azure) and containerized deployments is an advantage.

Ability to read and understand application code (e.g. Java, Node.js, Python, or similar) for troubleshooting purposes.

Experience with incident management processes and post-incident reviews.

Prior exposure to travel technology, airline systems, OTA platforms, payments, or e-commerce is a strong advantage.

Operational Skills: Strong understanding of SLA/KPI governance, incident management, and operational readiness planning.

Leadership & Coordination: Experience coordinating cross-functional teams (Product, Engineering, Commercial, Legal) and providing leadership updates.

Tooling: Familiarity with ticketing systems (e.g., Jira, ServiceNow) and reporting/dashboard tools (e.g., Power BI, Looker Studio).

Own production support for core platform integrations

Monitor, triage, and resolve production issues across airline distribution, travel commerce, and integration services, ensuring minimal disruption to live operations.

Act as the technical interface for external systems

Support and troubleshoot integrations with third-party platforms, partner APIs, and internal services, coordinating effectively with external vendors and internal engineering teams.

Investigate and resolve complex system issues

Perform deep technical analysis of API failures, data inconsistencies, latency issues, and integration errors across distributed systems.

Support onboarding and operational readiness

Assist with onboarding new partners or agents from a system configuration and integration standpoint, including validation, testing, and go-live support.

Contribute to system resilience and improvement

Identify recurring issues, integration weaknesses, and operational gaps, and work with architecture and engineering teams to implement long-term fixes and improvements.

Maintain operational documentation and runbooks

Create and maintain clear documentation for system behavior, integration flows, incident handling, and recovery procedures.

Participate in incident response and root cause analysis

Support major incidents by providing technical insight, assisting in root cause analysis, and ensuring corrective actions are tracked and implemented.

Collaborate with engineering and product teams

Provide operational and integration feedback to influence system design, improve observability, and reduce future support burden.

Onboarding Governance: Manage end-to-end operational processes for onboarding partners, ensuring all commercial and technical readiness requirements are tracked.