Software Support Manager

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

We are seeking an experienced and proactive Software Support Manager to lead and manage a team of software developers responsible for providing 24x7 application support and maintenance services for our clients' in-house software applications. As a key member of our Service Delivery team, you will oversee the day‑to‑day support operations, ensuring all incidents, service requests, problem investigations, and application enhancements are delivered in accordance with contractual Service Level Agreements (SLAs).

Key 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.

About you

• Experience supporting enterprise software applications in production environments with 24x7 operational requirements.
• Strong understanding of incident management, problem management, change management, and release management processes.
• Experience managing support contracts with strict SLA and KPI commitments.
• Ability to manage major incidents and coordinate technical teams during critical situations.
• Experience engaging directly with clients, stakeholders, and senior management.
• Strong analytical, troubleshooting, and decision‑making skills.
• Ability to prioritize competing demands and manage multiple client engagements simultaneously.
• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
• Minimum 8–10 years of experience in software development, software application support, or IT service delivery.
• Experience supporting web, mobile, cloud‑based, and enterprise software applications.
• SQL and database troubleshooting.
• Software development and deployment processes.

Information Technology Services 51-100 employees

Established in 1999, our Vision is to be regional recognized leader in business digital transformation.

We deliver IT innovations that enable businesses to embark on a successful digital transformation journey. Our solutions offering can be broadly grouped into two main solution stacks: (a) Infrastructure Stack and (b) Application Stack.

Established in 1999, our Vision is to be regional recognized leader in business digital transformation.

We deliver IT innovations that enable businesses to embark on a successful digital transformation journey. Our solutions offering can be broadly grouped into two main solution stacks: (a) Infrastructure Stack and (b) Application Stack.