AirAsia Malaysia Hiring! Full Time Manager, 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.

• 3+ years in team leadership

• 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.

• Experience in setting up and integrating support tools such as Salesforce and Jira

• 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.

1. Lead Platform Operations & Support Function

• Own end-to-end production operations for internally built platforms (Mid-Office, Agent Portal, integrations)

• Ensure high availability, performance, and reliability of mission-critical systems

• Establish and enforce incident management, escalation, and RCA practices

• Drive MTTR reduction, observability, and proactive monitoring
   

2. Manage a Cross-Functional Team

• Lead and grow a team across:

  • Application / Production Support Engineers

  • Software Engineers (for fixes & enhancements)

  • QA / Testing resources

• Define operating model, roles, SLAs, and workflows

• Balance:

  • Run (stability) vs Change (enhancements)
     

3. Own Integration & External Partner Operations

• Act as the technical owner for all external integrations

  • Airlines, OTAs, payment gateways, third-party vendors

• Oversee:

  • Partner onboarding

  • API integrations

  • Certification & go-live readiness

• Manage external issue resolution and vendor coordination
   

4. Enable Internal Business Teams

• Partner with business teams to enable their day-to-day operations through systems and tools

• Design and implement:

  • Workflows in Salesforce, Jira, or internal platforms

  • Operational tools for:

    • Agent onboarding

    • Booking management

    • Issue handling

• Ensure business teams can:

  • Operate independently

  • Reduce reliance on engineering
     

5. Drive Platform & Process Improvements

• Identify systemic issues, inefficiencies, and operational gaps

• Work with Product & Architecture to:

  • Improve platform design

  • Reduce operational overhead

• Introduce:

  • Automation

  • Self-service capabilities

  • Standardized runbooks
     

6. Support Product & Platform Evolution

• Collaborate closely with Product to:

  • Translate business requirements into operational readiness

  • Ensure new features are:

    • Supportable

    • Observable

    • Scalable

• Provide feedback into:

  • API design

  • system behaviour

  • integration patterns
     

• 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.

• EPF
• SOCSO
• EIS