全职 Junior Application Support Engineer – Digital Applications (AMS) 工作, 薪水, AMK Technology Federal Territory 公司招聘中 - Ricebowl

The L2 Application Support Engineer is responsible for providing second-level (L2) production support for Malaysia Airlines’ digital applications. The role ensures high availability, stability, and performance of business-critical systems across web, mobile, and backend platforms.

This role involves incident management, problem management, root cause analysis (RCA), minor enhancements, and proactive system monitoring while ensuring adherence to SLAs and operational processes.

Key Responsibilities

1. Application Support & Incident Management

• Provide independent L2 support for production issues across web, mobile, and backend applications
• Analyze, troubleshoot, and resolve medium to high severity incidents within SLA timelines
• Perform incident triaging, log analysis, impact assessment, and workaround identification
• Support and guide L1 Service Desk teams and drive shift-left initiatives
• Escalate complex issues to L3 teams with complete technical diagnostics and documentation

2. Problem Management & Root Cause Analysis

• Conduct Root Cause Analysis (RCA) for recurring and major incidents
• Document RCA reports with corrective and preventive actions (CAPA)
• Identify system risks and recommend improvements to enhance stability and reliability
• Work closely with development teams to ensure permanent issue resolution

3. Monitoring & Operational Support

• Monitor application health, batch jobs, integrations, and system interfaces
• Detect performance, latency, or capacity issues and support tuning activities
• Ensure system stability during peak operational and business-critical periods
• Participate in on-call or shift-based support rotations (24x7 environment)

4. Deliverables & SLA Compliance

• Ensure timely resolution of incidents within agreed SLA timelines
• Deliver high-quality RCA documentation for major incidents
• Maintain stable and predictable production environment performance
• Update operational documentation and knowledge base articles regularly

Soft Skills & Competencies

• Strong analytical and troubleshooting skills
• Good communication and stakeholder management abilities
• Proactive and customer-focused mindset
• Ability to work in a 24x7 shift-based and on-call environment
• Strong discipline in following processes and operational standards

Preferred Experience

• 0–2 years of experience in application support, IT operations, or production support
• Exposure to AMS (Application Maintenance Support) environments is an advantage
• Experience supporting business-critical or high-availability systems
• Aviation / Airline / Travel domain knowledge (PNR, booking systems, DCS, cargo, loyalty systems) is a plus