About the Role

We're seeking our Lead, Tech Ops Engineering for our Tech Ops Engineering team.

As a Lead, Tech Ops Engineer, you will lead the tech ops team from both strategy and people management aspects.

The Tech Ops team is responsible for the operational and application support for our critical systems and work closely with business service owners and other Technology teams to ensure our SLO and SLIs are met. This includes BAU activities as well as ad-hoc engagements as and when required by business owners.

You will define our incident management strategy, team roles and structure, plan Tech Ops support capacity based on our growing customer transaction volume and hire accordingly.

Other responsibilities also include championing the incident management process as defined in the department’s policies and procedures. You are expected to follow both internal and external compliance and regulatory requirements while delivering the above.

What You'll Do:

Operational & Application Support

• Provide daily operational support for business-critical applications such as core banking, payment rails (DuitNow, SWIFT), ERP, Treasury systems, and SaaS platforms.
• Deliver Level 1 and Level 2 application support, including troubleshooting, incident triage, and root cause analysis.
• Collaborate with vendors and internal stakeholders for resolution and enhancement of application issues.

Incident Management & Escalations

• Monitor system performance and proactively respond to incidents or service disruptions.
• Manage the incident lifecycle, ensuring timely escalation and resolution in line with SLAs.
• Maintain accurate incident and resolution records in the ITSM tool.

Data Management & Technical Configurations

• Perform data patching activities either through the front-end application or via back-end scripting (e.g., SQL scripts).
• Maintain data integrity and ensure all changes are tested and validated according to internal controls.

Compliance & Regulatory Alignment

• Ensure support activities comply with internal IT policies and external regulatory standards.
• Maintain awareness and application of Bank Negara Malaysia (BNM) requirements including RMiT and RENTAS procedures.
• Participate in both internal and external audit exercises and provide evidence of compliance as required.

What We're Seeking

• Have set up and used paging tools like PagerDuty, OpsGenie or equivalent
• Strong understanding of IT Service Management (e.g., ITIL frameworks)
• Experience with incident management tools (Jira, ServiceNow etc.)
• Solid knowledge of application architecture, system interdependencies, and integration patterns
• Analytical thinking with strong problem-solving capabilities and a structured troubleshooting approach
• Strong documentation and communication skills
• Ability to work under pressure in a fast-paced operational environment
• A passion for continuous learning, innovation, and professional development
• High ownership of responsibilities, with a focus on delivering results and meeting deadlines
• Experience with payment rails like DuitNow, SWIFT, RENTAS
• Experience with one or more of core banking and other banking systems (regulatory reporting, risks, fraud etc)
• Familiarity with Bank Negara Malaysia's guidelines, including Risk Management in Technology (RMiT)