Iman Fitri
@imanfitri
Production Support Engineer specializing in banking systems, incident resolution, automation, and cross-border operations.
MalaysiaWhat I'm looking for
I am a Production Support Engineer with 5+ years' experience supporting banking and financial systems across Asia, North America, and global markets. I deliver L2 incident management, root cause analysis, automation and monitoring improvements that reduce downtime and speed resolution.
I've supported mission-critical platforms (payments, SWIFT, batch processing), built Shell/SQL automation to cut resolution times, and collaborated with dev teams via JIRA to improve operational stability. I thrive on cross-border remote support, clear documentation, and continuous process improvement to ensure reliable production operations.
Experience
Work history, roles, and key accomplishments
Production Support Engineer
DBS Asia Hub
Jan 2024 - Present (2 years 5 months)
Provided L2 production support for multi-country IPE payments platforms, reducing system downtime by 30% and automating diagnostics to cut resolution time by 25%. Led RCA, batch process management, and real-time transaction recovery to minimize customer impact.
Application Support Analyst
Hong Leong Berhad
Jan 2023 - Jan 2024 (1 year)
Delivered L2 backend support for the HLCF corporate banking platform, improved onboarding documentation reducing ramp-up time by 40%, and resolved transaction and batch issues to maintain service continuity.
EPBS Application Support
BMO Central Bank
Jan 2021 - Jan 2023 (2 years)
Supported high-volume EPBS payment platform (SWIFT/ACH), performed Linux/VM troubleshooting and DB fixes, and implemented monitoring and housekeeping that improved system stability and prevented outages.
IT Helpdesk Technician
Pernec Integrated Network Systems
Jan 2020 - Jan 2021 (1 year)
Provided backend helpdesk support for government clients, handling ~50 inquiries daily with a 90% satisfaction rate and maintaining a knowledge base to improve customer retention and reduce resolution time.
Education
Degrees, certifications, and relevant coursework
National University of Malaysia
Bachelor of Software Engineering, Software Engineering
2016 - 2020
Completed a Bachelor of Software Engineering focused on software development and systems engineering from 2016 to 2020.
Selangor Matriculation College
Foundation in Pure Science, Pure Science (Foundation)
2015 - 2016
Completed a Foundation in Pure Science program preparing for tertiary studies in 2015–2016.
Availability
Location
MalaysiaAuthorized to work in
Job categories
Skills
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