IT Support Engineer (L3)

About the IT Support Engineer role

We’re looking for an L3 IT Support Engineer ensures system stability, optimisation, and continuous improvement across AMS and PAMS applications. The successful candidate will provide advanced technical support for escalated incidents, conducts root cause analyses, and assists with compliance, audits, and major maintenance activities. The L3 IT Support Engineer will drive automation, process enhancement, and workflow innovation. Additionally, the engineer supports OTA API onboarding, documentation, and troubleshooting to ensure seamless integration and efficient system performance.

Key Responsibilities:

• AMS workflow / Process Improvement Innovation Proposal
  • Supply the mechanism and proposal about the monitoring tool enhancement or system process enhancements requests by BU or L2
  • Supply the proposal about the system automated jobs, auto regression process as required by projects or process enhancements
• Level 3 Support
  • Respond to L2s escalated incident according to SLA
  • Respond to L2s Enquiries and Service Requests according to SLA
  • Support L2 in responding to queries from authorities/auditors related to system behavior and non-compliance incidents
  • Support L2 on System Maintenance and/or other Major System Activities (e.g. DR, CRA Walkthru, etc)
  • Comply with the L2s authorities and/or Compliance Policy Requirements
  • Comply with L2s implemented Service Management Process
  • Conduct RCA with L2
• Administrative Task
  • Respond to L2s request of reports (INC, SRs, ASRs, etc)
  • Prepare Document Guides, User Guides and other documents required by System and/or RWS
• UAT Support
  • Arrange UAT sessions with Business Users
  • Ensure to secure the UAT Sign Off on time

PAMS Specific Tasks

• Liaise with OTA for API onboarding
• Provide OTA the necessary API documentation or postman scripts
• Guide OTA on how to use the API
• Answer OTA questions about the API
• Assist existing OTA with API troubleshooting
• Update API documentation if the documentation is unclear
• Generate SIT, UAT and PROD key and send to the OTA for connectivity setup
• Creating SIT TA user login account and tag offers in SIT to facilitate onboarding OTA SIT testing
• Coordinate with BU to create the UAT TA user login accounts and tag offers in UAT
• Verify OTA SIT & UAT purchases in PAMS and that the transaction received in PAMS is good
• Check on the issues when OTA encounters during their development, SIT, UAT & PROD