Hybrid Application Support Engineer

at Atlantic Partners Asia

• Job title: Application Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Azure, Cloud, Google Cloud Platform
• Location requirements: Hybrid, Kuala Lumpur, Malaysia

About the role

• Executive Application Support Engineer in Technology at APA supporting critical business systems. Ensuring high availability and reliability through effective troubleshooting and collaboration in a hybrid environment.

Responsibilities

• Provide application support for critical business systems across production and staging environments, ensuring high availability and reliability.
• Troubleshoot, diagnose, and resolve complex application issues, minimizing impact and disruption to business operations.
• Monitor system performance, analyze log files, and track service availability using industry-standard tools and methodologies.
• Actively participate in incident, problem, and change management processes in alignment with ITIL best practices to maintain service quality and compliance.
• Collaborate effectively with business users, development teams, and third-party vendors to ensure seamless service delivery and issue resolution.
• Appropriately escalate issues and work collaboratively across teams to resolve incidents in a timely and efficient manner.
• Contribute to the creation and ongoing maintenance of internal documentation, runbooks, and knowledge base articles to support operational efficiency and facilitate knowledge sharing.
• Drive continuous service improvement by identifying recurring issues, analyzing root causes, and proposing automation or process enhancements to reduce incident volume and improve system stability.
• Assist in business case development, impact assessments, and change management activities.
• Perform any other related lawful duties that may be given by the Management from time to time.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Software Engineering or related discipline.
• Minimum 4 years of experience as an Application Support, preferably in fintech, banking, or payment platforms.
• Familiarity with cloud platforms (AWS, Azure, or GCP) and application monitoring tools.
• Experience working in an ITIL-aligned environment is a plus.
• Familiarity with log analysis and debugging tools is a plus.
• Proven track record interfacing between business units and IT in complex, fast-paced environments.
• Familiarity with M365, MS Dynamics/CRM Systems, APIs, databases, and process automation tools is a plus.
• Domain knowledge in cross-border payments, remittance, or FX systems is also highly valued.
• Additional experience working with mobile apps is desirable.