Developer Portal Application Support

Summary of responsibilities

To ensure the application of the critical business (Developer Portal) systems are operating smoothly. To ensure all assigned tasks are completed in accordance with specifications and schedule and to provide 2nd level support for application of the assigned critical business systems.

Key Areas of Responsibilities

• Ensure that application support levels meet both internal and external customer expectations, in alignment with service level agreements (SLAs).
• Monitor the health, performance, and availability of application systems using appropriate tools to ensure efficient and uninterrupted operations.
• Perform routine maintenance tasks and system checks to uphold application stability and proactively prevent potential issues.
• Be actively involved in production environment activities including configuration changes, version upgrades, and system/application migrations.
• Coordinate closely with stakeholders and participants during any production migration exercises to ensure seamless transitions.
• Conduct thorough testing for all changes and migrations to production systems to ensure a high degree of success and stability.
• Adhere strictly to the Change Management procedures to ensure only authorized changes are made to production systems.
• Keep up to date with the latest technologies and best practices in application monitoring tools, system performance tuning, and disaster recovery setup.
• Act as the second-level support for application-related issues: analyze reported incidents, perform root cause analysis, and resolve problems based on the approved resolution procedures.
• Escalate complex or unresolved issues to third-level support promptly, ensuring minimal impact to operations.
• Address problems or inquiries raised by external participants (e.g., Financial Institutions) with high urgency and professionalism, providing effective resolutions whenever possible.
• Attend support calls from Financial Institutions and deliver prompt assistance regarding operational issues.
• Track, follow up, and document production issues until full resolution is achieved, ensuring transparency and accountability.
• Verify that files, configurations, and application deployments in the production environment are consistent with the approved baseline and documentation.
• Generate and maintain weekly, monthly, and ad-hoc reports covering system performance, application usage, and member statistics for internal management and member banks.
• Uphold and comply with the company's Information Security Policy, ensuring all activities align with approved guidelines for handling sensitive and classified information.
• Support compliance and audit activities by ensuring accurate recordkeeping and traceability of system changes and incidents.
• Establish effective communication and collaboration with other internal teams, departments, and stakeholders to resolve operational issues efficiently.
• Participate in the planning, implementation, and support of new application rollouts, infrastructure upgrades, or data center-related projects.
• Contribute feedback and ideas for application performance enhancement, support process improvements, and operational excellence.
• Assist the Data Centre and IT Operations Managers in coordinating Disaster Recovery activities, including plan updates, documentation, simulation exercises, and engagement with banks/users.
• Maintain up-to-date support documentation, SOPs, troubleshooting guides, and system knowledge base to ensure readiness and knowledge continuity across the team.
• Act as a bridge between developers, testers, infrastructure teams, and end-users.
• Provide feedback from users to improve application usability and reliability.
• Assist QA or developers in reproducing production issues.
• Help test patches and hotfixes in lower environments.
• Validate bug fixes and functionality in production.

Qualifications

• Degree in Computer Science; with a minimum of 3 years working experience in Application Support.

• Good communication, writing and organizing skills.

• Experience in Banking or IT related sector would be an added advantage.

• Good interpersonal & communications skill (both verbal and written) in English and Bahasa Malaysia

Technical skills

• Proficient in supporting RESTful APIs, including hands-on experience with tools such as Postman, or similar.
• Strong understanding of HTTP status codes, API authentication, and JSON/XML formats.
• Experience in log analysis and debugging tools (e.g., Splunk, ELK stack, or cloud-native logging services).
• Familiarity with ITIL practices, especially in incident, problem, and change management.
• Good understanding of OS (Linux and Windows) and basic networking concepts (DNS, firewall, TCP/IP).
• Hands-on experience in managing **middleware and web servers** (e.g., Apache, NGINX, IIS, Tomcat, WebLogic).
• Exposure to **monitoring tools** (e.g., Prometheus, Grafana, CloudWatch) and ability to interpret performance metrics.
• Basic scripting knowledge (e.g., Shell, Python, or PowerShell) to automate routine tasks and health checks.
• Familiarity with cloud platforms like AWS especially around service monitoring and API gateway tools.
• Understanding of CI/CD pipelines and version control tools such as Git.
• Experience in containerized environments (Docker, Kubernetes) is a plus.

Additional requirements

• Ability to work independently.
• Willing to work on odd hours.
• Effective communication skills
• Punctual and reliable, with good time management skills
• Ability to deal with emergency situations in a calm, efficient and prompt manner