About the team

The Technology Operations team is responsible for providing end-to-end operational support for the organization’s critical enterprise applications which include core banking systems, ERP, treasury management system, Swift, and other SaaS solutions.
 

The team ensures optimal system availability, performance, and compliance by delivering Level 1 and Level 2 support, and champions the end-to-end incident management and change management processes. The team also leads the adoption of AI and automation to streamline operational and IT support workflows, strengthen governance, and improve the quality and timeliness of operational reporting.
 

About the Role

As a Technology Operations Engineer, you will lead the operational and application support role for the assigned systems and work closely with business service owners and other Technology teams. This includes BAU activities as well as ad-hoc engagements as and when required by business owners.
 

Other responsibilities also include championing the incident management and change management processes as defined in the department’s policies and procedures, and driving the design and implementation of AI-enabled automation that reduces manual effort across Operations and Technology teams — spanning IT support, service governance, and operational reporting. You are expected to follow both internal and external compliance and regulatory requirements while delivering the above.

What You'll Do:

Operational & Application Support

• Provide daily operational support for business-critical applications such as core banking, ERP, Treasury systems, and SaaS platforms.
• Deliver Level 1 and Level 2 application support, including troubleshooting, incident triage, and root cause analysis.
• Collaborate with vendors and internal stakeholders for resolution and enhancement of application issues.

Incident, Problem & Escalation Management

• Monitor system performance and proactively respond to incidents or service disruptions.
• Manage the incident lifecycle, ensuring timely escalation and resolution in line with SLAs.
• Maintain accurate incident and resolution records in the ITSM tool.
• Act as incident commander for major incidents — coordinate responders, run bridge calls, and manage internal and business stakeholder communications until service is restored.
• Own and maintain on-call rosters, paging rules, and alert routing in tools such as PagerDuty or OpsGenie, tuning thresholds to reduce alert noise and false positives.
• Drive post-incident reviews, publish blameless RCA reports, and track corrective and preventive actions to closure with the responsible teams.
• Perform problem management on recurring incidents, identifying systemic fixes and automation opportunities that permanently remove the failure mode.

Data Management & Technical Configurations

• Perform data patching activities either through the front-end application or via backend scripting (e.g., SQL scripts).
• Maintain data integrity and ensure all changes are tested and validated according to internal controls.

AI Automation Design & Implementation

• Identify high-friction, repetitive workflows across Operations and Technology — ticket triage, access requests, reconciliation checks, evidence gathering — and assess them for AI or rules-based automation.
• Design, build, and deploy AI-assisted automations and agents (e.g., LLM-based ticket classification and summarization, chatbot-driven L1 support, runbook automation, script generation) integrated with the ITSM and monitoring toolchain.
• Partner with Technology and business teams to translate manual operating procedures into automated workflows, defining success metrics, human-in-the-loop checkpoints, and rollback paths.
• Ensure all AI use cases meet internal AI governance, data privacy, and model risk requirements — including data classification, prompt and output logging, access controls, and documented human oversight.
• Monitor deployed automations for accuracy, drift, and exceptions; iterate on prompts, rules, and integrations to sustain reliability.
• Document automation designs, controls, and operating procedures, and train support teams on adoption and safe use.

What We're Seeking

• 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.
• A passion for continuous learning, innovation, and professional development.
• High ownership of responsibilities, with a focus on delivering results and meeting deadlines.
• Financial services experience is a plus but not required.
• Familiarity with Bank Negara Malaysia's guidelines, including Risk Management in Technology (RMiT).