I'm looking for a fully remote, globally distributed role that allows me to combine my 13 years of experience in customer support, service delivery, and stakeholder management with my passion for helping customers succeed. I thrive in fast-paced environments, enjoy solving challenging problems, and value flexibility, collaboration, continuous learning, and opportunities for career growth.
Looking for a job
Nina Zamri
@ninazamri
Application Support Lead with 13+ years driving SaaS incident management, SLA compliance, and continuous improvement.
MalaysiaWhat I'm looking for
I’m an Application Support Lead and Technical Support Lead with 13+ years of experience driving high-performance SaaS application support. I lead complex incident management in fast-paced, KPI-driven environments, staying calm under pressure while taking end-to-end ownership of critical issues.
I consistently deliver 99%+ SLA compliance across response and resolution targets by running structured escalation processes and coordinating with cross-functional teams. I translate technical incidents into clear stakeholder communication and actionable resolution paths—so business disruption stays minimal.
My approach focuses on continuous improvement: streamlining workflows, strengthening support operations, and enabling teams to perform at a higher standard. I’m known for building “order out of chaos” by improving customer experience and operational efficiency.
In addition to support operations, I’ve contributed to risk and vulnerability analysis, data quality and security improvements, and QA/QC of technical information. Whether it’s S1/S2 incident handling, troubleshooting in SaaS environments, or preventative root-cause work, I aim for stable services and measurable outcomes.
Experience
Work history, roles, and key accomplishments
PL
Current
Application Support Lead
Petronas Digital Pte. Ltd.
Aug 2020 - Present (5 years 10 months)
Led application support in a KPI-driven SaaS environment, ensuring 99%+ SLA compliance for response and resolution targets. Managed complex incidents end-to-end through structured escalations, root-cause analysis, and cross-functional coordination to minimize business disruption.
PD
Technical Analyst
Petronas Digital
Jan 2019 - Jul 2019 (6 months)
Conducted risk and vulnerability analyses in geology applications, collaborated with business users to improve data quality and security, and created risk assessment reports outlining mitigation strategies and risk acceptance based on business impact.
PE
Geology Data Consultant
Petronas
Dec 2014 - Jul 2019 (4 years 7 months)
Conducted analysis and quality assurance/quality control (QA/QC) of well data, including deviation, checkshot, marker, and well header information, for the Geophysics and Geology department; uploaded and validated wellhead data within databases for subsurface applications; and developed and implemented data governance standards and procedures.
Education
Degrees, certifications, and relevant coursework
NM
Northern University of Malaysia
Bachelor of Information Technology, Information Technology
Earned a Bachelor of Information Technology from Northern University of Malaysia.
IC
International Islamic College
Diploma in Information Technology, Information Technology
Earned a Diploma in Information Technology from International Islamic College.
Availability
Looking for a job
Location
MalaysiaAuthorized to work in
Salary expectations
40k-80k USD
Social media
Job categories
Skills
Application SupportTechnical SupportSaaS SupportTroubleshootingMajor Incident ProcessIncident ManagementS1 S2 Incident HandlingRoot Cause AnalysisSLAKPI ReportingEscalation ManagementCross functional CoordinationCustomer CommunicationsStakeholder ManagementTicketing SystemsJiraModern Support Tools (MS Teams)MonitoringWorkflow OptimizationProcess ImprovementContinuous ImprovementVulnerability AssessmentData SecurityRisk AssessmentData QualityData GovernanceQA&QCProblem SolvingGmailBMC Helix
Interested in hiring Nina?
You can contact Nina and 90k+ other talented remote workers on Himalayas.
Message NinaFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
