Technical Operations Engineer (Software Ops)

Great to Meet You! We are Ascenda Ascenda powers the growth of leading financial services brands worldwide with premium rewards programs that differentiate their products, drive profitable customer behaviors, and create sustained engagement. We are behind the world-class rewards propositions of major banks and fintechs around the globe, including brands like American Express, Capital One, Brex, Revolut, Ramp, HSBC, Bank of New Zealand, Virgin Money (Australia), Bradesco (Brazil), ANZ (Australia), HDFC (India) and many others. We are a thriving global Loyalty as a Service company and experiencing rapid expansion. Join our dynamic finance team as one of its earliest leaders, contributing to the development of our financial planning strategies as we strive for hypergrowth. Our team spans 20 cities worldwide, with dual headquarters in Singapore and New York, totaling 250 team members. Join us as Tech Ops (Software Ops) Engineer in Singapore/Vietnam (Hybrid) or Philippines (Remote)! The Role We are looking for a Technical Operations Engineer to support the day-to-day operations of our software systems in production. This role focuses on application support, monitoring, troubleshooting, and incident response , ensuring our systems remain reliable and issues are resolved quickly. You will work closely with Product, Engineering, and Business teams, gain hands-on experience with observability tools like Grafana, and develop a strong foundation in reliability and operational excellence. Your Impact Monitoring & Operational Support Monitor critical business and system processes to ensure smooth operations Identify, resolve, or escalate issues in a timely manner to prevent SLA breaches Support day-to-day operations alongside service agents and internal teams Technical Troubleshooting & Issue Resolution Investigate application issues across APIs, services, and integrations Analyze logs, metrics, and system behavior to identify root causes Work closely with Product, Business, and Engineering teams to drive resolution Communicate effectively with internal stakeholders and external partners/vendors Incident Response & Management Coordinate with cross-functional teams to ensure timely mitigation and resolution within SLAs Support incident communications and stakeholder updates during live incidents Participate in post-incident reviews and follow up on action items Observability, Tools & Automation Build and maintain dashboards using Grafana to monitor system and business metrics Set up alerts and interpret metrics to proactively detect issues Assist in developing internal tools to automate workflows and improve operational efficiency Cross-Team Collaboration Collaborate with business stakeholders and technical SMEs during incidents and ongoing operations Contribute to a centralized view of system and process health Who You Are Must haves 3-5 years of experience exposure in QA, Software Development, Technical Operations, or Incident Management (preferably in SaaS environments) Foundational mastery of system architecture, APIs, and data flows, combined with strong critical thinking to analyze and troubleshoot complex environments Proficient in monitoring and observability tools (e.g., Grafana, Datadog, Graylog) to build dashboards, set alerts, and interpret performance metrics Skilled in data reconciliation (Excel) and technical tools including SQL, Python, and logging/mailing platforms like Loki and Mailgun Agile troubleshooter capable of debugging complex systems in fast-paced environments and communicating technical issues clearly to diverse stakeholders Resilient and calm under pressure, with full availability for 24/7 global support and shift rotations Strong alignment with Ascenda’s core values of growth mindset, hands-on ownership, supportive collaboration, and radical simplicity Good to haves Interest in SRE concepts and incident management (observability and monitoring), with a desire to develop an SRE mindset through hands-on experience with production systems and reliability practices Why Join Ascenda? Ascenda offers the unique opportunity to lead in the loyalty ecosystem space, shaping the future of rewards programs. We are passionate, we keep things simple, we focus on results, we work together & we innovate! We have a rewarding working place that provides a: High growth environment & exponential career development Mobile & flexible work environment WFH office equipment allowance Medical insurance coverage Employee recognition programs Competitive compensation Travel perks & Employee rewards Ascenda is dedicated to diversity and inclusion, welcoming candidates from all backgrounds. Join us on our mission to make loyalty simple and rewarding for everyone, everywhere. Ready to power growth for the financial services industry? Apply now! Together, we'll redefine what's possible.