Head of Application Support & Service Reliability

PayNet (Payments Network Malaysia); Kuala Lumpur; On-site; MYR 240,000 - 360,000; Full time

Job summary

PayNet (Payments Network Malaysia) seeks an experienced leader to drive end-to-end Application Support for the nation’s payment platforms. You will oversee production support, incident management, change governance, and service reliability, partnering with Engineering, Infrastructure, Cyber Security, Product, and Business teams.

The role emphasizes building an operations-centric organization with strong ownership, automation, and continuous improvement to ensure highly available, secure, and

Qualifications

• Proven experience leading Application Support, Production Support, or Service Operations teams.
• Experience in high-availability environments with strict SLAs.
• Strong ITIL practice knowledge across Incident, Problem, Change, Release, and Knowledge management.
• Ability to drive automation, monitoring, and proactive service improvement.
• Excellent communication with senior stakeholders, regulators, vendors and partners.

Responsibilities

• Own the day-to-day operations of production applications and services.
• Ensure availability, performance, stability, and compliance with service targets.
• Monitor operational health and proactively identify risks and mitigations.
• Lead incident response, root cause analysis, and permanent remediation actions.
• Oversee production deployments, releases, and infrastructure changes with risk controls.
• Drive governance, automation, and KPI reporting to improve reliability.

Skills

Leadership

ITIL Service Mgmt

Incident Mgmt

Change Mgmt

Automation / SRE

Stakeholder Mgmt

Tools

Grafana

Prometheus

ELK Stack

Dynatrace

AppDynamics

Kubernetes

Job description

PayNet (Payments Network Malaysia) seeks an experienced leader to drive end-to-end Application Support for the nation’s payment platforms. You will oversee production support, incident management, change governance, and service reliability, partnering with Engineering, Infrastructure, Cyber Security, Product, and Business teams.

The role emphasizes building an operations-centric organization with strong ownership, automation, and continuous improvement to ensure highly available, secure, and