Chief Operational Resilience Officer

Why PayNet / Why Now

• PayNet operates as Malaysia’s national payments infrastructure, where reliability, trust, and continuity are non-negotiable outcomes.
• As PayNet scales and modernises its core platforms (e.g. NextSwitch migration, cross-border expansion), operational complexity and interdependencies are increasing materially.
• National expectations are shifting towards resilience, uptime, and crisis readiness are now enterprise responsibilities, not just IT / Technology concerns.
• Today, resilience is distributed across teams. Going forward, PayNet needs one accountable leader to integrate, orchestrate, and enforce resilience across the enterprise.

TL; DR

• Own PayNet’s enterprise-wide operational resilience across technology, operations, and business.
• Act as the single point of accountability for national service continuity and crisis response.
• Serve as the enterprise gatekeeper for go-live readiness, operational risk, and system stability.
• Report directly to the CEO.

Why This Role Matters

• PayNet’s platforms are systemically critical. Any failure impacts national payments, participant confidence, and public trust.
• Major incidents are not isolated events; they are cross-domain failures across Product, Tech, Ops, Risk, and external dependencies.
• Without a single resilience owner across disparate services: go-lives may proceed without full operational readiness, incident response becomes fragmented and delayed, and accountability becomes unclear during crisis situations.
• This role ensures: one enterprise view of system health and readiness, clear command and decision-making during incidents, disciplined trade-offs between speed, risk, and reliability.
• This is not a control or advisory role. It is a CEO backed operating mandate to protect national-level and enterprise-level service continuity.

What You Will Actually Do

• Own PayNet’s enterprise operational resilience as a system capability, spanning technology, operations, business, and security.
• Act as the enterprise authority on how resilience is designed and run, setting standards and directing Operating Units and Technology on required changes.
• Serve as the final gatekeeper on go-live and change decisions, balancing delivery timelines with system stability, ecosystem readiness, and external risk signals.
• Maintain a real-time, 24x7 enterprise view of system health, performance, and risk, and intervene early where issues (e.g. latency, instability, capacity constraints) emerge.
• Lead enterprise incident command during major events, directing cross-functional response across Operating Units, Technology, and Security.
• Own continuity engineering, failover capability, and recovery orchestration, ensuring PayNet can withstand and recover from severe disruptions.
• Drive continuous resilience improvement, forcing fixes and upgrades across teams where system weaknesses are identified; not limited to incidents.

Examples of This Role in Practice

• A major platform migration is “technically ready”; you stop go-live due to ecosystem readiness risk and reschedule safely.
• A national outage occurs; you take command, direct cross-unit actions, and stabilise service within defined recovery tolerances.
• Multiple teams push conflicting priorities; you enforce sequencing and readiness discipline to protect system stability.
• A high-risk period approaches (e.g. major sales event); you adjust operational posture, freeze changes, and elevate monitoring readiness.
• A post-incident review reveals systemic gaps; you translate learnings into concrete resilience improvements across teams.

What Will Help You Succeed

• Deep experience across technology, operations, and business domains.
• Proven ability to lead in high-stakes, real-time environments with incomplete information.
• Strong judgement on trade-offs between speed, risk, and reliability.
• Credibility to challenge senior stakeholders and stop unsafe decisions when needed.
• Ability to operate with enterprise authority without formal control over all teams.
• Experience in critical infrastructure, payments, or high-availability platforms strongly preferred.