Manager, 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 Lead / Manager, Platform Operations & Systems Engineering to take ownership of platform stability, integration operations, and internal systems enablement, while leading a cross-functional team across support, engineering, and QA.

What you will do (Not limited to):

1. Lead Platform Operations & Support Function

• Own end-to-end production operations for internally built platforms (Mid-Office, Agent Portal, integrations)

• Ensure high availability, performance, and reliability of mission-critical systems

• Establish and enforce incident management, escalation, and RCA practices

• Drive MTTR reduction, observability, and proactive monitoring

2. Manage a Cross-Functional Team

• Lead and grow a team across:

  • Application / Production Support Engineers

  • Software Engineers (for fixes & enhancements)

  • QA / Testing resources

• Define operating model, roles, SLAs, and workflows

• Balance:

  • Run (stability) vs Change (enhancements)

3. Own Integration & External Partner Operations

• Act as the technical owner for all external integrations

  • Airlines, OTAs, payment gateways, third-party vendors

• Oversee:

  • Partner onboarding

  • API integrations

  • Certification & go-live readiness

• Manage external issue resolution and vendor coordination

4. Enable Internal Business Teams

• Partner with business teams to enable their day-to-day operations through systems and tools

• Design and implement:

  • Workflows in Salesforce, Jira, or internal platforms

  • Operational tools for:

    • Agent onboarding

    • Booking management

    • Issue handling

• Ensure business teams can:

  • Operate independently

  • Reduce reliance on engineering

5. Drive Platform & Process Improvements

• Identify systemic issues, inefficiencies, and operational gaps

• Work with Product & Architecture to:

  • Improve platform design

  • Reduce operational overhead

• Introduce:

  • Automation

  • Self-service capabilities

  • Standardized runbooks

6. Support Product & Platform Evolution

• Collaborate closely with Product (e.g. Danial's role) to:

  • Translate business requirements into operational readiness

  • Ensure new features are:

    • Supportable

    • Observable

    • Scalable

• Provide feedback into:

  • API design

  • system behaviour

  • integration patterns

• 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.

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.

• 3+ years in team leadership

• 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.

• Experience in setting up and integrating support tools such as Salesforce and Jira

• 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.

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.

We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.