全职 L2 APPLICATION SUPPORT 工作, 薪水, Kiple Selangor 公司招聘中 - Ricebowl

Company Description Kiplepay Sdn Bhd, a subsidiary of Malaysian public-listed company Green Packet Berhad, is a designated payment instrument (e-money) issuer, registered merchant acquirer with Bank Negara Malaysia, and a Ministry of Finance eProcurement Registered Provider. The company delivers seamless and secure digital payment solutions, including e-wallets, Visa prepaid cards, and e-wages for salary disbursements. Kiple supports SMEs, educational institutions, and individuals through cashless systems, bill payment services, and financial inclusion initiatives. By partnering with merchants and leveraging innovative technology, Kiple enhances user convenience while enabling business growth and modern digital payment experiences.

Role Description The L2 Application Support team is responsible for providing technical assistance to merchants and end users using our payment gateway services. The main objective is to ensure the system runs smoothly, resolve complex technical issues, and assist users with transaction, settlement, and integration-related problems.

Qualifications

1. Technical Support

• Provide second-level support for users and merchants on transaction, payment, and application-related issues.
• Diagnose and troubleshoot technical problems, escalating complex cases to appropriate teams when necessary.

2. Incident Management

• Investigate, manage, and resolve incidents within defined SLAs to minimize service disruption.
• Perform root cause analysis for recurring issues and implement or recommend permanent fixes.

3. Application Monitoring

• Monitor system performance, logs, and alerts to proactively identify and address potential issues.
• Ensure scheduled jobs, backups, and data processes are running reliably and accurately.

4. Documentation

• Maintain detailed records of incidents, resolutions, and troubleshooting procedures.
• Develop and update knowledge base articles to improve support efficiency and consistency.

5. Software Deployment Support

• Assist in application releases, patches, and upgrades across environments. (Pre and post sanity test only)
• Conduct post-deployment validation and testing to ensure system stability and functionality.

6. User Support & Training

• Provide guidance and training to users on application features and best practices.
• Deliver ongoing support to address user inquiries and improve user experience.

7. Team Collaboration

• Collaborate with development, infrastructure, and product teams to resolve issues effectively.
• Share insights and feedback to drive continuous improvement in system performance and usability.

Required Qualifications

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent practical experience).
• 2–4 years of experience in application support, production support, or a similar L2 support role.
• Hands-on experience supporting transaction-based systems, preferably in payments or financial services.
• Strong troubleshooting and problem-solving skills with the ability to analyse logs, errors, and system behaviour.
• Basic knowledge of SQL for querying and validating data.
• Familiarity with APIs (REST/SOAP) and tools such as Postman or similar for testing and debugging.
• Understanding of incident management processes and ticketing systems (e.g., Jira, ServiceNow).
• Ability to work in a 24/7 support environment, including shifts, weekends, or on-call rotations.
• Strong communication skills for interacting with both technical and non-technical stakeholders.

Preferred Qualifications

·      Experience in the fintech or payments domain (e.g., card payments, e-wallets, gateways, or settlement systems).

·      Understanding of payment standards and messaging protocols such as ISO 8583 or ISO 20022.

·      Basic to intermediate SQL knowledge for querying, troubleshooting, and data analysis.

·      Proficiency in SQL for data querying, troubleshooting, and transaction analysis

·      Basic scripting knowledge (e.g., Python, Bash) for automation and troubleshooting.

·      Experience with CI/CD pipelines and deployment tools (e.g., Jenkins, Git).

·      Knowledge of system integration concepts, microservices architecture, and distributed systems.

·      Exposure to regulatory and security standards in financial services (e.g., PCI-DSS).

·      Experience with incident/problem management frameworks such as ITIL.

·      Proactive mindset with a focus on continuous improvement and automation.

Apply Now

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Subject: Application for – [Position Applied]

Only shortlisted candidates will be contacted.