APAC Service Control Lead – Escalations & Incidents

OutSystems Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

OutSystems Malaysia Sdn. Bhd. is seeking a Service Controller for APAC to act as the operational gatekeeper of Global Support, handling escalations, CritSits and Major Incidents.

You will coordinate with field teams and delivery units across follow-the-sun regions to keep issues moving and service targets met. The role requires proactive communication, English fluency, and weekend on-call rotation, with a strong ITIL/process mindset.

Qualifications

• Experience in a software/support operations role or similar.
• Fluent written and spoken English.
• Ability to work across geographies and cultures.
• Experience handling critical incidents or high-severity customer situations.
• Availability for weekend on-call rotation.

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 the Escalation Manager on CritSits for Premium Support customers, coordinating internal teams and keeping status up to date.
• Monitor global support workload and align priorities with impact across delivery teams.
• Bridge between customers, field teams and delivery teams to meet service targets.
• Keep global support aware of impact and status of escalations and incidents.
• Handle customer feedback through the Customer Feedback Management process and define mitigations.
• Share context with Service Controllers in other regions for follow-the-sun coverage.
• Drive continuous improvement of service delivery with process owners and SMEs.

Skills

Fluent English

Escalation management

Incident management

Data-driven workload analysis

Cross-functional collaboration

ITIL knowledge

Zendesk

Jira

ISO 27001 knowledge

Education

STEM degree

IT/CS degree

Tools

Zendesk

Jira

Job description

OutSystems Malaysia Sdn. Bhd. is seeking a Service Controller for APAC to act as the operational gatekeeper of Global Support, handling escalations, CritSits and Major Incidents.

You will coordinate with field teams and delivery units across follow-the-sun regions to keep issues moving and service targets met. The role requires proactive communication, English fluency, and weekend on-call rotation, with a strong ITIL/process mindset.