Senior, System Support [RID-00478]

About Setel:

The Future of Mobility

Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists’ journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants.

Role Purpose:

Execute the resolution of complex issues within stipulated SLAs in mobile apps or enterprise solutions that impact feature functionality and user satisfaction. Achieve this by conducting advanced troubleshooting, implementing critical updates, and coordinating with core build team members to drive optimal system functionality and reliability.

In This Role You Will Be:

• Diagnosing, identifying, applying and improve solutions to resolve software production issues to provide uninterrupted experience to our customers on our mobile applications and websites.
• Document issues, solutions, and troubleshooting steps in the knowledge base for future reference and detailed information updated in JIRA ticket, facilitating efficient resolution and escalation to L4 teams.
• Ensure that support tickets are resolved within the agreed Service Level Agreements (SLAs) for more than a business line and handle escalated incidents from L1 and L2 Ops team, ensuring timely and effective resolution.
• Guide System Support Specialist I and team by offering training, sharing expertise, and providing feedback to support their professional development and and growth.
• Assist on training and mentoring to L1 and L2 Ops team to enhance their technical skills and knowledge to resolve reported production issue effectively in a timely manner meeting internal SLAs.
• Ensure adherence to the compliance of company policies, industry regulations and legal requirements.

You're A Great Fit If You Have:

• Bachelor’s degree in Computer Science, Information Technology, or a related field; OR
• Diploma in Computer Science, Information Technology, or a related field, with a minimum of 2 years of relevant work experience.
• 4+ years of experience in system, application or production support.
• Proficiency in troubleshooting and resolving complex technical issues for one business line.
• Proficiency of REST endpoints: Knowledge of how RESTful APIs work, including GET, POST, PUT, DELETE methods and handling request/response structures.
• Proficiency with tools like Grafana for tracking system performance and logs.
• Proficiency with BI tools like Holistic for data visualization, reporting, and strong knowledge of SQL for writing queries.
• Proficiency in RDBMS / MongoDB for database management, querying, and experience with CRUD operations and the aggregation framework.

What Makes Working With Us Awesome

• Our people and culture- You will get to work with awesome and friendly colleagues with whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer learning.
• Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role.
• Development-focused- Your learning and growth matter most to us. We are people-centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly.

Cool Perks/Benefits

• Hybrid working arrangement; Flexible working hours
• Relax and unwind in the leisure area with video games, board games, books, and more.
• Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style).
• Coffee, tea, or snacks are available for consumption at the pantry. Because you’ll be happier with a full tummy.
• A healthy body leads to a brilliant mind. Let’s get moving with the inter-company sports team.
• There will be workshops, talent shows, sports activities, and other events for sharing and bonding.

Personal Data Protection

Setel Ventures Sdn Bhd (“Setel”, “we”, “our” “us”) is committed to protecting and respecting your privacy. This Setel privacy statement (“Privacy Statement”) explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data, and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third-party social networks or our online and physical events, or through other third parties that we work with. Please read this Privacy Statement carefully to understand our views and practices regarding your personal data.

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