Technology Operations Engineer
On-siteKuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Conduct daily operational support for core banking, ERP, and Treasury systems, delivering Level 1 and Level 2 application support including troubleshooting, incident triage, and root cause analysis. Monitor system performance to manage the incident lifecycle, act as incident commander for major disruptions, and drive blameless post-incident reviews with corrective actions. Design and deploy AI-assisted automations for repetitive workflows like ticket triage and reconciliation, ensuring compliance with internal governance and data privacy standards. Maintain accurate records in ITSM tools, configure paging rosters, and build operational dashboards to track service metrics. Work under pressure in a fast-paced environment while collaborating with vendors and business owners to resolve issues and enhance application performance.
Required Qualifications
- Hands-on experience setting up and operating paging tools such as PagerDuty, OpsGenie, or equivalent
- Strong understanding of IT Service Management (e.g., ITIL frameworks)
- Solid knowledge of application architecture, system interdependencies, and integration patterns
- Hands-on experience automating operational workflows with scripting (e.g., Python, SQL, Bash) and integrating systems via APIs or workflow/iPaaS tooling
- Practical experience applying AI/LLM capabilities to real operational use cases — prompt design, API integration, output evaluation — with an appreciation of AI governance, data privacy, and model risk considerations
- Experience leading major incidents as incident commander and facilitating blameless post-incident reviews
- Ability to build operational dashboards and reporting (e.g., Grafana, Power BI, Looker, or native ITSM reporting)
- Analytical thinking with strong problem-solving capabilities and a structured troubleshooting approach
- Strong documentation and communication skills
- Ability to work under pressure in a fast-paced operational environment
- High ownership of responsibilities, with a focus on delivering results and meeting deadlines
- Familiarity with Bank Negara Malaysia's guidelines, including Risk Management in Technology (RMiT)
Desired Qualifications
- Financial services experience is a plus but not required
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