rhi is recruiting for an experienced Application Support Engineer for our client based in KL, Malaysia on a 6-month contract - with possibility for extension.

• Hybrid 60/40
• Working hour: (9am - 6pm) flexible in case incident happen outside working hour
• Client will not provide a laptop - BYOD is required.

The Application Support Engineer will have strong experience in production support, incident management, and service operations, with a focus on customer‑facing digital platforms and complex system integrations, particularly across loyalty and mobile applications.

Key points:

• Manager opens to review the profile from 2 years to 8 years.
• Several years of experience in Application Support / Production Support / Service Operations roles
• Strong understanding of incident management, problem management, and change management processes
• Experience supporting complex, customer facing applications, including mobile apps and integrated systems
• Ability to analyse logs, diagnose issues, and perform root cause analysis across distributed systems
• Strong communication skills to provide clear updates on incidents and system status
• Comarch CLM (Customer Loyalty Management) system - good to have

Key Experience and Capabilities:

* Proven experience as an Application Support Engineer (L2/L3), or similar role in a production support or service operations environment

* Strong understanding of incident management processes and tools (e.g. ServiceNow)

* Ability to quickly learn and understand complex systems, including integrations across multiple platforms

* Confident in independently triaging and resolving incidents with minimal guidance

* Experience working in cross‑functional environments with engineering teams, SRE, and external vendors

* Strong ownership mindset with the ability to manage operational queues and service health

Responsibilities:

• Own and manage the OPS queue across ServiceNow and shared mailboxes, ensuring timely triage and resolution of incidents and requests
• * Troubleshoot, analyse, and resolve application and integration issues using existing documentation, runbooks, and knowledge bases
• * Develop deep understanding of Loyalty and BPme ANZ systems, including upstream and downstream integrations
• * Manage and drive the end‑to‑end incident lifecycle, including identification, resolution, communication, and closure of incidents
• * Partner with SRE teams to conduct post‑incident reviews and contribute to root cause analysis and continuous improvement initiatives
• * Monitor system health, proactively identify recurring issues, and drive actions to reduce incident frequency and improve stability
• * Coordinate with external vendors to support planned releases, maintenance activities, and ensure smooth production deployments
• * Produce and maintain operational reporting (daily, weekly, monthly) covering incidents, trends, and system performance
• * Ensure adherence to incident management protocols, escalation procedures, and operational runbooks
• * Act as a key point of contact for operational issues, collaborating with engineering, product, and business stakeholders
•