APAC Service Control Lead

OutSystems; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

OutSystems requires a Service Controller for APAC in Kuala Lumpur to manage escalations, act as Major Incident Manager, and support CritSits across global teams. You bridge customers, field teams and delivery units while prioritizing work based on impact.

You will monitor workloads, drive improvements, and participate in weekend on-call rotations. Fluency in English and experience in software support operations are essential.

Qualifications

• Experience in a similar role in software industry or product company.
• Fluent written and spoken English.
• Ability to analyze workload, impact and trends using data.
• Ability to work across geographies and cultures.

Responsibilities

• Manage customer escalations end to end: assess impact, set priority, coordinate teams and remove roadblocks until resolution.
• Act as Major Incident Manager for Major Incidents affecting customers.
• Support Escalation Manager on CritSits for Premium Support customers.
• Monitor global support workload and align priority with impact.
• Bridge between customers, field teams and delivery to meet service targets.
• Keep stakeholders updated on escalations and incidents.
• Handle customer feedback via the Customer Feedback Management process.
• Collaborate with EMEA and AMER Service Controllers for follow-the-sun coverage.

Skills

Escalation management

Incident management

Data analysis

Cross-cultural communication

English proficiency

Education

STEM degree (BSc/MSc)

Tools

Zendesk

Jira

ITIL concepts

Job description

OutSystems requires a Service Controller for APAC in Kuala Lumpur to manage escalations, act as Major Incident Manager, and support CritSits across global teams. You bridge customers, field teams and delivery units while prioritizing work based on impact.

You will monitor workloads, drive improvements, and participate in weekend on-call rotations. Fluency in English and experience in software support operations are essential.