Nice to meet you! We are Ascenda.
We are a global fintech company headquartered in Singapore. Help us transform how the world's biggest financial brands engage their customers!
The thrill of saving up loyalty points for an exciting trip, or the joy of treating your loved one to a Michelin star dinner courtesy of a special offer these are the magical moments that Ascenda makes possible. This is why we are here.
We make loyalty simple for banks, merchants and payment networks globally.
We turn things upside down with enterprise SaaS solutions rooted in beautiful design, exceptional customer value and easy implementation. Our products help financial services brands and merchants globally build deeper connections with billions of customers.
About The Role
As an techops support engineer, you will be responsible for managing the incident response lifecycle including the process to restore unplanned interruptions to daily operation and ensuring that it is within our SLAs with each of our clients. On days without incidents, you will be part of the L2 support team and working alongside both the servicing team and tech team. This is a 6 month contract role with possibility of either 1) extension to 1 year or 2) conversion to FTE, depending on performance.
In This Job, You Will Be
- Owning the incident lifecycle and ensuring that incident response and resolution are within our SLAs
- Collaborating with business stakeholders, technical SMEs and tech teams during active incidents for clients communications and status update of the incidents
- Collaborating with the technology teams for post-incident reviews and assessments
- The subject matter expert on incident management process and collaborate with the different engineering teams in Ascenda to refine and improve the incident response process
- On a day-to-day basis, work alongside our service agents, product, business and tech teams to investigate technical issues, identify and solve root causes
- Monitoring our critical operations processes, resolve or escalate (for any issue) to relevant team in a timely manner to prevent breaching of agreed SLAs
- Assisting development of internal operations tools and dashboards from the ground up to monitor stats, automate workflows and streamline daily operations
- Collaborating and working with different engineering teams in Ascenda, ranging from our core API platform and services, to frontend products and high throughput backend systems to deliver timely systems, process & business monitoring to our centralized operations platform
What We Are Looking For
- Previous technical background in areas such as QA, development, technology operations or incidents management in a SaaS companies
- Direct experience in incident management as an incident commander
- Is comfortable and has a good understanding in technical diagrams, SQL queries, data relations, etc
- Possess good technical problem-solving skills, by being able to develop understanding of the systems and the data flow via following ways (but not limited to):
- reading documentation on functional specifications
- asking right questions to domain experts
- Interpreting results and logs (Mailgun, Graylog, Datadog, etc.)
- digging through raw data through various interfaces and databases
- able to read and write code (this is optional but will be a plus!)
- Possess good technical skills to set up alerts/create new dashboards/interpret results for monitoring platforms (Grafana, Prometheus, etc.)
- Passionate and excited about troubleshooting issues, improve processes & products and deliver great experiences
- Comfortable with shift-work/supporting our global customers 24 hours
What We Offer
- Competitive salary and benefits
- Travel perks
- Flexible working arrangement from home office
- Diverse and friendly working culture
Candidates must be authorised to work in either Singapore or Manila, depending on location of work.
