Senior Systems Support Engineer

Job Description

AirAsia, Asia’s leading airline, was established with the dream of making flying possible for everyone. Since 2001, AirAsia has swiftly broken travel norms around the globe and has risen to become the world’s best. Driven by the Dare to Dream spirit, we pride ourselves on being the region’s largest low-cost carrier, serving 25 countries and over 160 destinations. AirAsia is ranked the world’s best low-cost airline 15 years in a row.

These are exciting times at AirAsia. As part of our continued evolution, we are strengthening the operational and integration capabilities of our digital travel platforms that support airline distribution and B2B travel commerce at scale. These platforms operate in high-volume, mission-critical environments, integrating with multiple external systems across airlines, travel partners, and payment providers.

We are looking for a Senior Systems Support Engineer Lead who can operate and lead confidently at the intersection of production support, system integration, and platform reliability, ensuring stable day-to-day operations while supporting the gradual evolution of platform capabilities. 

What you will do:

• Own production support for core platform integrations
• Monitor, triage, and resolve production issues across airline distribution, travel commerce, and integration services, ensuring minimal disruption to live operations.
• Act as the technical interface for external systems
• Support and troubleshoot integrations with third-party platforms, partner APIs, and internal services, coordinating effectively with external vendors and internal engineering teams.
• Investigate and resolve complex system issues
• Perform deep technical analysis of API failures, data inconsistencies, latency issues, and integration errors across distributed systems.
• Support onboarding and operational readiness
• Assist with onboarding new partners or agents from a system configuration and integration standpoint, including validation, testing, and go-live support.
• Contribute to system resilience and improvement
• Identify recurring issues, integration weaknesses, and operational gaps, and work with architecture and engineering teams to implement long-term fixes and improvements.
• Maintain operational documentation and runbooks
• Create and maintain clear documentation for system behavior, integration flows, incident handling, and recovery procedures.
• Participate in incident response and root cause analysis
• Support major incidents by providing technical insight, assisting in root cause analysis, and ensuring corrective actions are tracked and implemented.
• Collaborate with engineering and product teams
• Provide operational and integration feedback to influence system design, improve observability, and reduce future support burden.
• Onboarding Governance: Manage end-to-end operational processes for onboarding partners, ensuring all commercial and technical readiness requirements are tracked.
• Key Responsibilities:
• SLA & Performance: Define and monitor support SLAs for internal and external stakeholders, providing clear reporting on performance.
• Operational Reporting: Build and maintain dashboards to track ticket ageing, incident volume, vendor performance, and launch readiness.
• Vendor Management: Establish structured performance reviews for partners and vendors, ensuring data-driven accountability rather than anecdotal feedback.
• Escalation & Incident Management: Design clear escalation paths and coordinate communication during platform issues, ensuring factual, timely updates.
• Process Discipline: Develop and maintain SOPs to reduce reliance on manual or informal communication and centralize knowledge.

Your Experience:

• Degree in Computer Science, Engineering, Information Systems, or a related field.

• 6+ years of experience in system support, application support, integration engineering, or production operations roles. Operations management, service governance, or related roles; proven ability to manage vendors, BPOs, or distributed operational teams.

• Strong experience supporting API-driven systems and distributed platforms in production environments.

• Proven ability to troubleshoot complex integration issues involving third-party systems.

• Solid understanding of HTTP APIs, JSON/XML payloads, authentication mechanisms, and error handling patterns.

• Experience working with logging, monitoring, and alerting tools to diagnose and resolve production issues.

• Familiarity with cloud environments (AWS, GCP, or Azure) and containerized deployments is an advantage.

• Ability to read and understand application code (e.g. Java, Node.js, Python, or similar) for troubleshooting purposes.

• Experience with incident management processes and post-incident reviews.

• Prior exposure to travel technology, airline systems, OTA platforms, payments, or e-commerce is a strong advantage.

• Operational Skills: Strong understanding of SLA/KPI governance, incident management, and operational readiness planning.

• Leadership & Coordination: Experience coordinating cross-functional teams (Product, Engineering, Commercial, Legal) and providing leadership updates.

• Tooling: Familiarity with ticketing systems (e.g., Jira, ServiceNow) and reporting/dashboard tools (e.g., Power BI, Looker Studio).

• Key Success Measures

• Reduced onboarding cycle times.

• Clear, measurable support SLAs and improved visibility into ticket ageing/ownership.

• Faster incident resolution and better escalation communication.

• Improved vendor and partner performance tracking.

• Stronger process adherence and availability of operational dashboards for leadership.

What We Value:

• Engineers who are calm, methodical, and disciplined under pressure.

• Strong sense of ownership for system stability and customer impact.

• Ability to work effectively across technical, operational, and external stakeholder boundaries.

• Continuous improvement mindset—focused on reducing recurring issues, not just fixing symptoms.

• Comfort operating in environments where systems are complex and documentation is imperfect.

Why AirAsia?

• Work on large-scale, real-world platforms with immediate operational impact.

• Be part of a trusted core team supporting mission-critical airline and travel commerce systems.

• Competitive compensation, travel benefits, and opportunities for growth.

• A collaborative environment where operational excellence and technical depth are valued.