全职 Application Support Lead (Internal BSS) Jobs, in TIME DotCom Berhad Shah Alam - Ricebowl

The position reports to the Head, Platform and Initiatives

Job Overview:

As the Application Support Lead, you are accountable for restoring, strengthening, and continuously improving operational discipline across TIME’s internal business support systems (BSS). This is not a traditional ticket-management role; your mission is to stabilise legacy application support, lead major incident response, and close recurring problems at the root cause. You will connect business users, Agile delivery squads, and infrastructure teams to ensure high accountability for service reliability.

Your work life:

• Production Stability & Ownership: You will own the operational stability of assigned internal BSS applications (Finance, HR, Billing, etc.) and maintain clear support tiers, escalation paths, and runbooks.
• Incident Leadership: You will act as the incident commander for all tiers of incidents, driving rapid triage and ensuring stakeholder communication is factual and disciplined.
• Problem Management: You will lead the RCA and corrective action lifecycle for major incidents. This involves tracking remediation to closure and challenging "weak" fixes to prevent repeat occurrences.
• Observability & Automation: You will move the team from reactive user-reported incidents toward proactive detection using tools like Grafana, Loki, or Mimir to monitor service health.
• Release Readiness: You will partner with Agile squads to define and enforce "production readiness" criteria, serving as the gatekeeper for application handovers into support.
• Team Evolution: Coach a team of support engineers to bridge the gap between general support and deep technical engineering. You will drive excellence in troubleshooting and documentation through a structured, high-accountability daily cadence.
• Service Management Excellence: You will utilise Jira and Jira Service Management (JSM) tools to drive operational efficiency, ensuring all support activities are tracked and Service Level Agreements (SLA) are consistently met.
• Stakeholder Management: You will act as the operational "front door" for business stakeholders, translating complex technical issues into clear business impact and risk trade-offs. You will need to rebuild stakeholder confidence by communicating facts clearly, avoiding defensive technical explanations, and ensuring business users understand impact, workaround options, risk and expected next actions.
• Operating Discipline & Accountability: You will create structure in an environment where ownership, documentation and follow-through may not always be clear. You will establish daily and weekly operating rhythms, clarify who owns what, track commitments to closure, and ensure incidents, problems and releases do not fall between teams.

To be considered, you’ll need:

• 7+ years in application support, production support, or IT operations, with at least 3 years in a leadership or reliability team role.
• Deep understanding of core business support system lifecycles, specifically how CRM, Billing, and ERP modules integrate to support end-to-end customer and financial journeys.
• Proven leadership in high-pressure environments, with demonstrated ownership of all tiers of incidents, end-to-end recovery, and successful incident-to-resolution workflows.
• Strong understanding of application design principles, web technologies, and how integrated systems (CRM, Billing, ERP) communicate.
• Ability to analyse application logs, middleware behaviour, and production workflows to identify failure modes.
• Expertise in ITIL frameworks, with a track record of designing and implementing governance-led process flows for Incident, Problem, and Change Management.
• Exceptional stakeholder management skills, with the ability to translate technical system health into business-centric language for senior leadership and internal business units.
• Proven ability to manage external software vendors during critical incidents, ensuring they adhere to SLAs and provide high-quality root cause analysis (RCA).
• Expert-level ability to define, track, and report on Service Level Indicators (SLIs) that reflect the true "health" of the business, rather than just technical uptime.
• A mindset geared toward continuous improvement, with the ability to challenge existing legacy "bad habits" and advocate for modern operational standards.
• Demonstrated ability to "shape" a team, including experience in technical mentorship, performance management, and building a motivated, service-oriented culture.
• Proven ability to operate in complex environment where the structure is undergoing transformation and where accountability must be rebuilt through discipline, transparency, and consistent follow-through.
• Strong stakeholder judgment, including the ability to syndicate actions across business users, Agile squads, infrastructure, cybersecurity, vendors and senior management without creating unnecessary escalation noise.
• Resilience under pressure, with the ability to remain factual, calm and structured during incidents, conflicting stakeholder demands and slow decision-making environments.

What success looks like:

Within the first 90 to 180 days, you will have made production support more controlled, transparent, and reliable. Success is defined by:

• Structural Control: Critical applications have named owners, support tiers, and basic observability dashboards.
• Incident Discipline: Incidents are led through a clear command process with timely updates and adherence to update cadences.
• Reduced Risk: The quality of root cause investigations is improved, leading to a visible reduction in repeat incidents through disciplined, tracked remediation.
• Release Governance: Production releases consistently include support readiness checks and documented rollback plans before go-live.
• Operational Efficiency: Ticket backlog, aged tickets, and reopen rates are reduced through effective use of JSM and stronger team diagnosis.
• Accountability Reset: Support ownership is clearer, daily follow-through is stronger, and recurring issues are tracked visibly until closure rather than repeatedly handled as isolated tickets.
• Stakeholder Confidence: Business users receive clearer communication, better expectation management and more consistent closure of issues.

Our Commitment to You At Time, we believe great work deserves great support. Here’s what you can look forward to when you join us:

• Comprehensive medical coverage for you and your immediate family, including outpatient care, hospitalisation, dental and optical benefits.
• Wellness support with an annual spending account for health-related needs, alternative treatments, or even paid-up premiums for personal insurance.
• Employee assistance during life’s big moments, from celebrations to times of bereavement.
• Learning & growth opportunities through dedicated time for learning, access to LinkedIn Learning and rewards for upskilling.
• Cash rewards for recognised certifications and full reimbursement for up to two approved professional memberships each year.

*Only shortlisted candidates will be notified.