24/7 Software Support Manager for Enterprise Apps

Zen Computer Systems Sdn Bhd; Cyberjaya; On-site; MYR 180,000 - 240,000; Full time

Job summary

Zen Computer Systems Sdn Bhd is seeking an experienced Software Support Manager to lead a team delivering 24x7 application support for client in-house software. You will oversee day-to-day operations, ensure incidents, requests and enhancements meet SLAs, and drive service quality across client environments.

Requirements include 8–10 years in software development or IT service delivery, solid incident/problem/change/release management skills, and strong client/stakeholder engagement.

Qualifications

• Experience leading software support teams in 24x7 production environments.
• Experience managing incidents, problems and changes with strict SLA/KPI commitments.
• Strong client engagement with stakeholders and senior management.

Responsibilities

• Lead and manage a team of software developers providing 24x7 support coverage.
• Ensure all incidents, service requests, and production issues are managed and resolved within agreed SLA and KPI targets.
• Monitor the health of client software applications, system availability, and support performance across client environments.
• Establish and maintain support processes, procedures, and operational standards aligned with ITIL best practices.
• Manage support rosters, on‑call schedules, and resource planning to ensure adequate support coverage.

Skills

Incident management

Problem management

Change management

Release management

ITIL

Team leadership

Client engagement

Stakeholder management

Analytical thinking

Troubleshooting

Education

Bachelor's degree in Computer Science / IT / Software Engineering

Tools

SQL

Job description

Zen Computer Systems Sdn Bhd is seeking an experienced Software Support Manager to lead a team delivering 24x7 application support for client in-house software. You will oversee day-to-day operations, ensure incidents, requests and enhancements meet SLAs, and drive service quality across client environments.

Requirements include 8–10 years in software development or IT service delivery, solid incident/problem/change/release management skills, and strong client/stakeholder engagement.