Head - Application Support

Summary of Job Description Oversee the support, maintenance, and continuous improvement of software systems that drive the Safeguards Self-Service Terminals i.e., Cash Recycler Machine (CRM), Automated Teller Machine (ATM) and Cash Deposit Machine (CDM) including managing a technical team to ensure high availability, seamless operation, and timely resolution of issues affecting the SST applications. The candidate shall possess a combination of technical expertise, leadership ability, and strong knowledge of the financial services sector, particularly ATM networks, payment processing, and security protocols. Primary Responsibilities Team Leadership & Management Lead and manage the Application Support team, providing mentorship, performance evaluations, and fostering a collaborative work environment. Develop and implement operational processes to ensure efficient team performance, issue resolution, and service delivery. Set and monitor team goals, service level agreements (SLAs), and key performance indicators (KPIs) related to ATM application uptime and responsiveness. Incident & Problem Management Oversee the resolution of critical incidents, ensuring timely and effective responses to minimise downtime and customer impact. Drive Root Cause Analysis (RCA) for recurring or critical incidents and implement preventative measures to reduce future risks. Establish escalation processes to ensure complex issues are addressed and resolved quickly Application Maintenance & Monitoring Ensure the continuous monitoring of ATM applications and supporting systems to proactively identify potential problems. Maintain and improve the stability, security, and performance of ATM applications by overseeing regular updates, patches, and performance optimisations. Work with internal stakeholders and vendors to troubleshoot and resolve software issues affecting SSTs, transaction processing, or customer experience. Collaboration & Vendor Management Collaborate with cross-functional teams including hardware, network, and security teams to ensure seamless integration and functioning of SST systems. Manage relationships with external vendors, ensuring compliance with SLAs, and driving performance improvements, where needed. Act as a liaison between the application support team and external stakeholders such as PayNet, clients and other third-party vendors. Compliance & Security Ensure all SST applications and related systems adhere to industry standards such as PCI DSS,EMV, and any other relevant regulatory frameworks. Work with the security team to identify and mitigate potential risks, including physical and cyber threats to SST systems. Regularly review and audit application logs, systems, and processes to ensure compliance with internal policies and external regulatory requirements. Continuous Improvement & Innovation Drive innovation by identifying opportunities for automation, process optimisation, and leveraging new technologies to enhance the SST deployment. Lead initiatives to improve the scalability, stability, and resilience of SST applications, ensuring that the technology infrastructure is capable of supporting business growth. Foster a culture of continuous improvement within the team, promoting knowledge sharing and best practices. Budgeting & Resource Allocation Oversee the budgeting and resource allocation for the Application Support team, ensuring that financial and human resources are used effectively. Justify and manage investments in new tools, training, and resources needed to support the application environment. Customer & Stakeholder Communication • Ensure clear, consistent communication with internal and external stakeholders during incidents, downtime, or planned maintenance. Prepare regular reports on system performance, incident response, and compliance for executive leadership. Administration & Functional Controls Review Department’s communications e.g., emails, memos, and project documentations including user requirement specifications, technical baseline documents for external or senior management’s consumption. Monitor and execute strategic plans to attain team goals, e.g., KPIs, development and learning. Ensure team adheres to and complies with company’s policies and standards. Develop, implement, update, and monitor adherence to procedures and manuals for effective and efficient business processes. Ensure handling of all information, assets, reports, and day-to-day activities are based on the company’s guidelines. Lead Disaster Recovery activities to ensure system resiliency and robustness. Support Business Continuity activities to ensure company continues to operate during and after a disruptive event. Uphold security responsibilities as stated in the company’s Information Security Policy. Enterprise Risk Management Understand and apply controls effectively to manage key risks and provides suggestions to improve the controls, wherever possible in ensuring the confidentiality, integrity and availability of information. Promptly escalate risks and incidents to senior management in accordance with existing procedures. Comply to relevant regulations, guidelines and procedures. Project Management Responsible for project management related tasks i.e., planning, implementation, monitoring and reporting of progress, risks, and issues. Engage with relevant stakeholders to ensure smooth implementation of projects. Develop Request for Proposal, Request for Quotation, evaluate and obtain necessary approval for the award of tender, where applicable. Key Qualifications: Education: Bachelor’s Degree in Computer Science, Information Technology, or related field (Master's degree preferred). Experience: Minimum 7-10 years of experience in IT application support, with at least 5 years in a leadership role. Proven experience in managing SST applications, or payment processing systems. Strong experience with incident management, including root cause analysis and problem resolution. Familiarity with compliance frameworks like PCI DSS, EMV, and industry-specific security practices. Technical Skills: Deep knowledge of ATM software, networking, and backend systems. Experience with monitoring tools, automation frameworks, and ticketing systems (e.g., Splunk,Nagios, ). Familiarity with payment protocols (ISO 8583, NDC/DDC) and ATM security protocols. Leadership & Soft Skills: Strong leadership skills with the ability to manage, mentor, and motivate a technical team. Excellent communication skills, both verbal and written, with the ability to articulate technical issues to non-technical stakeholders. Strong problem-solving skills and a proactive approach to identifying and addressing issues before they escalate. Certifications (Optional but Preferred): ITIL Foundation or equivalent certification in IT service management. Certified Information Systems Security Professional (CISSP) or similar security certification. Project management certifications such as PMP, PRINCE2. Key Performance Indicators (KPIs): ATM uptime and availability metrics. Mean time to resolution (MTTR) for incidents. Compliance with industry standards and regulatory frameworks. Vendor SLA adherence. Team performance and employee engagement. Job Type: Full-time Pay: From RM5,000.00 per month