Why PayNet / Why Now
- Lead the operations of Malaysia's national payment infrastructure, supporting services relied upon by millions of users daily.
- Build and mature an Application Support function that enables highly available, resilient, and secure payment services.
- Drive operational excellence across mission-critical payment platforms through automation, governance, and continuous improvement.
- Shape operational standards and technology practices that support Malaysia's accelerating digital payments ecosystem.
TL; DR
- Own the end-to-end Application Support function for PayNet's business-critical platforms.
- Lead teams responsible for production support, incident management, problem management, change management, and service reliability.
- Partner with Engineering, Infrastructure, Cyber Security, Product, and Business teams to ensure stable, secure, and high-performing services.
- Drive operational excellence through automation, governance, process optimization, and people leadership.
Why This Role Matters
- Ensure PayNet's mission-critical applications remain highly available, scalable, and resilient.
- Lead the response and recovery of major production incidents while driving permanent corrective actions.
- Establish service management disciplines, operational governance, and support standards that improve reliability and customer confidence.
- Build a high-performing Application Support organization with strong technical ownership and operational excellence.
- Serve as the operational bridge between Technology and Business to support evolving business and regulatory requirements.
What You Will Actually Do
Lead Application Support Operations
- Own the day-to-day operations of production applications and services.
- Ensure availability, performance, stability, and compliance with service level targets.
- Monitor operational health and proactively identify service risks.
Drive Incident, Problem & Major Incident Management
- Lead production incident response and service restoration activities.
- Establish escalation paths and incident governance frameworks.
- Conduct root cause analysis and drive preventive remediation initiatives.
- Reduce recurring incidents through continuous operational improvement.
Govern Production Change & Release Management
- Oversee production deployments, application releases, and infrastructure changes.
- Ensure operational readiness and risk controls are embedded within release processes.
- Minimize production risks while enabling timely delivery of technology initiatives.
Build Operational Excellence
- Establish support processes, standards, and governance frameworks.
- Drive automation initiatives to improve efficiency and service reliability.
- Develop monitoring, observability, reporting, and KPI capabilities.
- Strengthen operational documentation, knowledge management, and service reporting.
Lead People & Cross-Functional Collaboration
- Develop and mentor Application Support leaders and engineers.
- Build a culture of accountability, ownership, and continuous improvement.
- Collaborate with Engineering, Infrastructure, Security, Architecture, Vendors, and Business stakeholders.
- Drive alignment between operational priorities and business objectives.
Example Of This Role In Practice
- Lead a Severity 1 incident affecting national payment services and coordinate recovery efforts across multiple technology teams.
- Identify recurring production issues through trend analysis and implement permanent corrective actions.
- Introduce automation, monitoring, and predictive alerting capabilities to improve operational visibility and reduce manual effort.
- Lead production readiness reviews for new platform launches and major technology changes.
- Coach Application Support Managers and Engineers to improve technical capability and operational ownership.
- Improve service reliability through proactive risk management, governance, and continuous improvement initiatives.
What Will Help You Succeed
Required
Leadership In Enterprise Application Support
- Proven experience leading Application Support, Production Support, or Service Operations teams supporting business-critical platforms.
- Experience operating within high-availability environments governed by strict service level commitments.
Incident, Problem & Service Management
- Strong expertise in ITIL Service Management practices.
- Deep experience managing Incident, Problem, Change, Release, Knowledge, and Major Incident processes.
- Proven track record of improving operational maturity and service reliability.
Technical Breadth
- Strong understanding of enterprise applications, APIs, middleware, databases, networking, cloud platforms, and infrastructure services.
- Ability to lead technical decision-making during complex production incidents.
Stakeholder & Vendor Management
- Experience working with senior business leaders, technology stakeholders, regulators, vendors, and external partners.
- Strong communication and stakeholder management capabilities during both operational and strategic engagements.
Operational Excellence & Continuous Improvement
- Experience defining operational KPIs, service metrics, and reporting frameworks.
- Proven ability to drive automation, service improvement, organizational effectiveness, and operational efficiency.
- Strong leadership capabilities in building and developing high-performing teams.
Good To Have
Financial Services / Payments Industry Experience
- Experience supporting payment platforms, banking systems, or other mission-critical regulated environments.
- Understanding of high-availability requirements within financial services operations.
Cloud & Modern Platform Operations
- Experience supporting cloud-native platforms and modern application architectures.
- Exposure to Kubernetes, containers, microservices, DevOps, and Site Reliability Engineering (SRE) practices.
Monitoring & Observability
- Experience with enterprise monitoring and observability platforms such as Grafana, Prometheus, ELK, Splunk, Dynatrace, or AppDynamics.
- Ability to leverage operational data for proactive service management.
Security, Audit & Regulatory Compliance
- Understanding of cybersecurity controls, disaster recovery, business continuity, audit requirements, and regulatory compliance expectations.
- Experience operating within highly controlled enterprise environments.
Automation & Digital Operations
- Experience driving automation through scripting, orchestration, self-healing platforms, or AIOps initiatives.
- Proven ability to reduce manual operational effort while improving service reliability and scalability.