APAC IT Care & Proximity Support Lead

IMERYS TALC AUSTRIA; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Imerys is seeking an IT Customer Care Manager - APAC to lead the on-site proximity support team across APAC and ensure consistent level 2 service delivery. The role includes managing KPIs, training, and knowledge base enrichment, with potential to support EMEA initiatives.

The position can be based in Kuala Lumpur, Malaysia, or Shanghai, China, offering exposure to a global, cross-cultural IT support environment and opportunities to contribute to continuous improvement.

Qualifications

• Bachelor’s or Master’s degree in Computer Engineering, Computer Science, IT, or related fields.
• Minimum 5 years in IT support and service management with 2+ years leading proximity service teams.
• Strong knowledge of IT service management frameworks and best practices.
• Experience with ServiceNow is highly desirable.

Responsibilities

• Lead and manage APAC proximity support team and ensure efficient delivery of level 2 services.
• Maintain consistent, personalized IT support across APAC and EMEA regions.
• Contribute to knowledge base, training, and process improvements.
• Coordinate with IT teams to resolve end-user issues in a timely manner.

Skills

IT Service Management

ServiceNow

Team leadership

Proximity IT support

Stakeholder management

Education

Bachelor’s or Master’s degree in CS/IT

Tools

ServiceNow

Job description

Imerys is seeking an IT Customer Care Manager - APAC to lead the on-site proximity support team across APAC and ensure consistent level 2 service delivery. The role includes managing KPIs, training, and knowledge base enrichment, with potential to support EMEA initiatives.

The position can be based in Kuala Lumpur, Malaysia, or Shanghai, China, offering exposure to a global, cross-cultural IT support environment and opportunities to contribute to continuous improvement.