Technical Support Manager

AmBank; Selangor; On-site; MYR 180,000 - 240,000; Full time

Job summary

AmBank is seeking an experienced IT production support leader in Malaysia (Selangor) to provide expert guidance across production operations and incident management. You will review designs for operational readiness and collaborate with vendors, developers, and infrastructure teams to ensure scalable, secure solutions.

Strong RCA and communication skills are essential. The role requires 8–10 years in IT support and 3–5 years in leadership, with experience in Dynatrace and enterprise monitoring

Qualifications

• Bachelor Degree in Computer Science / Information Technology or related field.
• 8-10 years in IT, application support, middleware/infrastructure, or production operations.
• 3-5 years in technical leadership or management roles.

Responsibilities

• Provide expert technical guidance and advisory support to application support teams, project teams, and stakeholders on production support and operational best practices.
• Review designs, architectures, and change plans to ensure readiness, security, performance, and scalability.
• Advise on critical production incidents, identify root causes, assess risks, and recommend corrective actions to ensure stability.
• Conduct technical reviews of solutions to ensure maintainability and operability.
• Lead troubleshooting and recovery during major incidents to minimize downtime and business impact.
• Drive RCA activities and ensure preventive actions are implemented.

Skills

Troubleshooting

Root cause analysis

Communication

DevOps awareness

Education

Bachelor Degree in Computer Science / Information Technology

Tools

Dynatrace

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Provide expert technical guidance and advisory support to application support teams, project teams, and stakeholders on production support, operational best practices, and effective technical solutions.

Review technical designs, architecture, implementation plans, and proposed changes to ensure operational readiness, supportability, performance, scalability, and security requirements are adequately addressed.

Advise on critical production incidents, identify root causes, assess operational risks, and recommend corrective and preventive measures to ensure service stability and availability.

Solution & Design Review:

Conduct technical reviews of solutions, system designs, and implementation approaches to ensure they are supportable, maintainable, scalable, and aligned with operational requirements.

Assess the potential impact of proposed changes on existing production environments and identify operational risks, dependencies, and performance bottlenecks.

Collaborate with vendors, development teams, and infrastructure teams to ensure solutions are designed with operational support, monitoring, troubleshooting, and recovery requirements in mind.

Provide technical recommendations and support readiness sign-off for major implementations, upgrades, and production changes.

Production Issue Troubleshooting & Resolution:

Serve as the primary technical escalation point for diagnosing and resolving critical production incidents, major outages, and complex technical issues.

Lead troubleshooting and recovery efforts across applications, middleware, databases, infrastructure, and monitoring platforms to minimize business impact and service downtime.

Drive root cause analysis (RCA) activities and ensure effective corrective and preventive actions are implemented to prevent recurrence.

Coordinate with development teams, vendors, and infrastructure support teams to expedite issue resolution and improve overall service reliability.

Establish troubleshooting standards, knowledge management practices, and operational procedures to improve support efficiency and reduce resolution time.

Monitor production system health, performance, and capacity trends, and proactively recommend improvements to enhance service availability and operational stability.

Requirements:

Bachelor Degree in Computer Science / Information Technology, in any related fields.

Minimum 8-10 years of experience in IT, application support, middleware support, infrastructure support, or production operations. (experience in push notification)

Minimum 3-5 years of experience in a technical leadership, support lead, or management role.

Proven experience managing critical production systems and leading major incident resolution activities.

Experience working with vendors, development teams, infrastructure teams, and business stakeholders.

Experience with enterprise monitoring and observability tools such as Dynatrace

Strong troubleshooting, root cause analysis (RCA), and performance tuning skills.

Familiarity with automation, scripting, and DevOps practices is an advantage

Has analytical and problem solving capability

Excellent written and verbal communication skills.

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