全职 System Support Engineer 工作, 薪水, AirAsia Malaysia WP Kuala Lumpur 公司招聘中 - Ricebowl

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

3–5 years of experience in system support, application support, or IT operations roles.

Experience supporting production systems in a fast-paced, high-availability environment.

Basic understanding of web applications, APIs, and distributed systems.

Familiarity with reading logs, using monitoring tools, and troubleshooting common system issues.

Exposure to incident management or IT service management processes is a plus.

Ability to follow structured troubleshooting and escalation procedures.

Good communication skills and ability to work with both technical and non-technical users.

Experience in travel, airline systems, e-commerce, or payment platforms is an advantage but not mandatory.

Provide day-to-day system support
Monitor and support live production systems to ensure platform availability, stability, and performance.

Incident triage and resolution
Investigate alerts, errors, and user-reported issues, perform initial diagnosis, and resolve or escalate issues appropriately based on impact and severity.

Support platform users and partners
Assist internal teams and external partners with system-related issues such as configuration errors, access problems, data discrepancies, and operational questions.

Monitor integrations and system health
Track system logs, dashboards, and alerts to proactively identify issues before they impact customers.

Follow incident and escalation procedures
Adhere to defined incident management processes, ensuring timely communication, documentation, and handover during incidents.

Maintain operational documentation
Update runbooks, knowledge articles, and support documentation to improve resolution speed and consistency.

Work closely with senior support and engineering teams
Escalate complex issues with clear diagnostics and context, and assist in post-incident reviews and corrective actions.

Contribute to continuous improvement
Identify recurring issues and operational gaps, and suggest improvements to reduce support effort and system incidents.