About Us
DFI Retail Group is a leading pan-Asian retailer and operates across four broad formats: Food (including Supermarkets, Hypermarkets, and Convenience Stores), Health & Beauty, Home Furnishings, and Restaurants. The Group has operations in 12 markets and operates multiple formats in most markets to satisfy different customer segments and trades under well-recognized brands.
About the Role
Support the operational excellence of the Customer Engagement Platform (CEP) by providing L2 application support, coordinating platform releases, managing operational readiness, and ensuring stable, secure, and reliable platform operations across the business.
Platform Operations
- Support the day-to-day operations of the CEP platform, ensuring platform availability, stability, and operational readiness.
- Coordinate platform releases and production deployments. Monitor platform health and operational issues.
- Perform initial checks on reported issues, such as journeys not being triggered, segment mismatches, or data missing from customer profiles.
Incident & Problem Management
- Provide L2 application support for CEP capabilities, including customer identity, segmentation, campaigns, journeys, and loyalty.
- Investigate incidents, perform root cause analysis, and coordinate issue resolution with vendor engineering teams and L3 support.
- Validate fixes and monitor recurring issues to drive continuous improvement.
Testing & Release Management
- Coordinate platform readiness for SIT, business-led UAT, production deployments, and hypercare.
- Support release validation, cutover activities, rollback planning, and production verification.
Operational Governance
- Support change management, operational governance, and platform compliance.
- Maintain operational KPIs, issue tracking, risk registers, and action logs.
- Ensure adherence to operational processes, standards, and governance.
API & Integration Validation
- Support testing of API and webhook responses during SIT/UAT.
- Validate response status and data accuracy using tools (e.g., Postman).
- Escalate integration issues to the Data & Integrations Specialist.
About You
- Bachelor's degree in Computer Science, Information Systems, Engineering, or a related discipline.
- 2–4 years of experience supporting enterprise applications, MarTech platforms, CRM, CDP, Loyalty, Marketing Automation, or Customer Engagement Platforms.
- Experience providing L2 application support, incident management, and release coordination.
- Familiarity with SQL, APIs, Postman, and log analysis for troubleshooting.
- Strong analytical, stakeholder management, and problem-solving skills.
- Understanding of customer journeys, segmentation, and audience logic.
- Proficiency in Mandarin or Cantonese to support regional stakeholder engagement.
