Senior Monitoring Support and Maintenance Specialist

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 :

App Performance Optimization :

System Maintenance and Upgrades :

Cross-Functional Technical Collaboration :

Cloud Infrastructure Management :

Error Logging, Analytics, and Reporting :

Security and Compliance Support :

End-User Support Integration :

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.

QUALIFICATIONS :