System Engineer (Production Services)

The System Engineer will be a critical member of the Production Services Team, responsible for safeguarding the processing integrity and timeliness of customer data hosted in our SaaS services. This role includes 24/7/365 on-call duties and focuses on monitoring, performance, and capacity issues, as well as remediating production-related issues to meet the team's Service Level Agreements (SLAs).

Key Responsibilities:

• System Monitoring / Production support: Continuously monitor the performance and capacity of Server, ensuring the integrity and timeliness of data processing.
• Incident Management: Participate in an on-call rotation, providing Tier II/III support related to system incidents, including diagnosing, troubleshooting, and remediating issues.
• Performance Tuning: Proactively identify bottlenecks and performance issues, taking appropriate actions working with R&D and other stakeholders
• Data Integrity: Ensure that all system activities and processes comply with established protocols, safeguarding data integrity and confidentiality.
• Documentation: Maintain documentation of all system configurations, updates, and procedures for both internal team and compliance purposes.
• Customer Support: Response to server alert and handle tickets in JIRA

Requirement:

• Information Technology-related qualification or equivalent work experience.
• Experience with Linux server (Basic)
• Experience with SQL Database
• Experience of working with IT Service Management procedures such as ITIL incident, problem, and request management
• Strong analytical and problem-solving skills
• Knowledge of scripting languages such as Python, Bash, Shell or Powershell
• Experience in using Monitoring tools such as New Relic and Logz.io
• Required to work in EMEA time zone = MY 5pm to 2am
• Fully Remote, but must go to the office for Training, laptop collection, and the occasional compulsory attendance events.