Auni Nadliana binti Mohd Sanusi

Application & Platform Support Specialist · Kuala Lumpur, Malaysia

Summary

Application and Platform Support Specialist with 5 years of experience supporting high-volume e-commerce, marketplace and business systems. Currently manage 2,500+ support tickets across order management, marketplace integrations and third-party logistics, supporting brand partners including H&M and COS across Malaysia, Hong Kong, the Philippines and Singapore. Experienced in P0–P4 incident management, API request/response and log investigation, data reconciliation, integration troubleshooting, Problem Management and cross-functional escalation. Comfortable owning issues from initial triage through root-cause investigation, stakeholder updates and permanent resolution, including 24/7 on-call support.

Experience

Senior Executive, Platform Support Specialist · ZALORA MY HQ

Mar 2024 – Current

  • Own and triage a live queue of 2,500+ Freshdesk tickets covering order management, inventory, shipment and marketplace-integration issues for H&M, COS, Decathlon and Birkenstock, as well as Shopify, Shopee, Lazada and TikTok marketplace operations across MY, HK, PH and SG.
  • Lead P1–P4 incident investigations involving missing order-status syncs, PO value discrepancies and settlement-report mismatches by cross-referencing API request/response logs, order and shipment timestamps, and SKU/UID data.
  • Coordinate daily out-of-stock and ageing-issue alerts with Warehouse Operations, Supply Chain and Logistics teams to drive same-day resolution and prevent SLA breaches.
  • Provide 24/7 on-call escalation support, routing high-priority incidents to Engineering and following through to closure with structured status updates for internal and external stakeholders, including H&M WMS and AO teams.
  • Manage and validate order-related data issues involving tracking numbers, shipping providers, SKU/supplier mappings and warehouse locations across OMS, Seller Center and 3PL platforms including Janio, J&T, Ninja Van and SF.
  • Onboard new marketplace shop integrations through the Olivia API UI and raise, track and follow through data-fix, system-enhancement and access requests.
  • Manage Problem tickets through permanent root-cause fixes, separately from incident workarounds; independently represent the support team in H&M and COS weekly reviews to walk through open Incident and Problem tickets and agree next steps.
  • Built and maintained troubleshooting knowledge-base content to improve repeat-issue handling across the support team.
  • Proposed and rolled out a shop-token-expiry enhancement that alerts support agents in advance, enabling proactive action before affected orders fail to sync and breach SLA.

Executive, Technical Support · CARSOME MY HQ

Jun 2022 – Nov 2023

  • Provided first-line technical support for branch hardware, software, user accounts and access-related issues across Carsome operations.
  • Supported employee account creation, SSO setup and password-reset requests, maintaining accurate access records and assisting users with authentication-related issues.
  • Managed incidents involving system error messages and transaction failures escalated from branch operations, prioritising requests by severity, urgency and business impact.
  • Escalated high-priority incidents P0–P2 to Problem Management and Engineering through Jira, Workplace Chat and Slack, maintaining clear communication with end users through resolution.
  • Maintained after-hours on-call availability to minimise business disruption from unresolved incidents.
  • Created and maintained self-service knowledge-base content to improve issue resolution and reduce repeat support requests.
  • Mentored new hires on technical support procedures, company policy and structured problem-solving approaches.

IT Admin (Contract) · MRA QFFD Clinic

Jan 2021 – May 2022

  • Maintained data accuracy for a records base of 8,000+ patients ahead of QFFD reporting requirements.
  • Troubleshot network issues and supported the web/Android clinic management system across mobile and static clinic sites.
  • Authored user manuals for mobile and static clinic systems, trained staff on system updates, and coordinated IT equipment repair/replacement and vendor ticket handoffs.
  • Compiled monthly and quarterly IT reports.

Skills

Core Competencies
  • Application & Platform Support
  • Incident & Problem Management
  • Root-Cause Analysis
  • API / Log Investigation
  • Integration Troubleshooting
  • OMS / Order Management
  • Marketplace & 3PL Integrations
  • Data Reconciliation
  • SSO & Access Support
  • Stakeholder Coordination
  • Knowledge Base & Technical Documentation
  • 24/7 On-call Support
Tools & Platforms
  • Freshdesk
  • Jira
  • Slack
  • Google Chat / Workplace Chat
  • Microsoft 365
  • Google Admin
  • API / Integration UI
  • Order Management Systems (OMS)
  • Seller Center
  • Microsoft Azure (account/access administration and logging)

Education

Languages