Job Summary
The Monitoring Support & Maintenance Senior Specialist is responsible for overseeing the operational stability, performance, and ongoing maintenance of the One App across Southeast Asia (SEA) markets. This role involves proactive monitoring, incident management, performance optimization, and ensuring security and compliance. A key responsibility is gradually taking over support duties from the development vendor, ensuring a smooth transition of responsibilities. The specialist will work closely with cross-functional teams to identify and resolve technical issues, optimize system performance, and implement continuous improvements. This role is essential for maintaining app integrity, troubleshooting issues, and ensuring a seamless user experience across the region.
Key Responsibilities :
Mobile Application Monitoring :
- Oversee the use of monitoring tools (e.g., New Relic, AppDynamics, Datadog) to track app performance, availability, and health metrics.
- Continuously monitor real-time data to identify and troubleshoot application issues, including crashes, slow load times, un-responsiveness, and security vulnerabilities.
Incident & Problem Management :
Lead the technical investigation and resolution of incidents impacting app performance and user experience, ensuring the resolution of critical issues within the specified SLAs.Apply technical knowledge to identify root causes and work with development teams to implement long-term fixes.Ensure all incidents are documented with accurate details, including cause, impact, and resolution steps, to maintain an accessible knowledge base.App Performance Optimization :
Work with mobile app developers to optimize code, database queries, and backend services to improve the app's speed and responsiveness.Regularly analyze app metrics and logs to identify potential performance issues before they impact users.Implement and recommend performance tuning processes such as caching, resource management, and load balancing.System Maintenance and Upgrades :
Ensure that all monitoring systems, tools, and processes are up-to-date and aligned with industry best practices.Oversee regular maintenance tasks, including patch management, system upgrades, and app version releases.Coordinate the application of security patches and software updates to mitigate vulnerabilities and ensure the app remains compliant with security standards.Cross-Functional Technical Collaboration :
Collaborate with cloud infrastructure teams to ensure the app's cloud-based environment is scalable, secure, and optimized.Coordinate with backend development teams to resolve issues related to APIs, databases, and integrations that may affect app performance.Engage with the QA team to conduct periodic load testing and vulnerability assessments to prevent issues from arising in production environments.Cloud Infrastructure Management :
Oversee the app's cloud environment (AWS), ensuring uptime, performance, and security measures are consistently met.Ensure that cloud resources (compute, storage, database, networking) are allocated effectively to support user traffic spikes and app scalability.Monitor and manage cost efficiencies in the cloud environment, ensuring resource usage is optimized to avoid unnecessary costs.Error Logging, Analytics, and Reporting :
Lead the implementation of robust error logging and tracking systems to identify issues in real-time.Ensure that all errors and performance issues are documented and analyzed for future preventative measures.Prepare and deliver detailed reports on app health, system incidents, and resolutions, presenting this information to stakeholders and senior management.Security and Compliance Support :
Ensure the app's security protocols and compliance requirements are consistently met.Work closely with security teams to monitor potential vulnerabilities and mitigate risks related to app usage, including customer data protection and secure API interactions.Review and ensure all technical security measures are in place to protect against unauthorized access, data breaches, and other security incidents.End-User Support Integration :
Collaborate with the customer service team to provide timely technical support for end users facing issues with app functionality, logins, payments, or other technical aspects.Develop troubleshooting guides, FAQs, and documentation to empower customer support teams to resolve common user issues without escalation.
Continuous Improvement and Automation :
Lead efforts to automate routine maintenance tasks, incident response processes, and system checks to improve operational efficiency and minimize manual intervention.
Identify opportunities for system improvements and implement best practices to ensure continuous app performance optimization.QUALIFICATIONS :
3+ years of experience in app monitoring, support, and maintenance, with a strong background in mobile app environments.Hands-on experience with monitoring tools (e.g., New Relic, AppDynamics, Datadog) to track app health and performance.Familiarity with cloud environments (AWS) and understanding of mobile app performance metrics.Strong analytical and troubleshooting skills, with the ability to resolve complex technical issues.Ability to work under pressure and manage multiple incidents simultaneously in a fast-paced environment.Excellent communication skills, capable of interacting with both technical and non-technical teams.%20Sdn%20Bhd){kind=logo}