Application Support Manager

Cartrack; Kuala Lumpur; On-site; MYR 150,000 - 210,000; Full time

Job summary

Cartrack, a world-leading smart mobility SaaS company, is seeking an Application Support Manager to strengthen our Kuala Lumpur team. You will oversee the support operations, monitor IoT sensor health, and drive escalation management to ensure prompt resolutions and customer satisfaction.

You will lead a technical support team with at least 5 years in similar roles, focusing on incident handling, product feedback, and continuous improvement to enhance system reliability and performance.

Qualifications

• Bachelor's degree in engineering with strong electronics/technical experience.
• Minimum of 5 years' experience in the role and experience in growing a team.
• Experience in System Integrator (SI) industry or familiarity with SaaS platform is a plus.
• Proven track record in incident and troubleshooting management.
• Excellent communication and interpersonal skills, leadership under pressure.
• Hands-on with good initiative and strong analytical skills.

Responsibilities

• Monitor and ensure departmental productivity and service level objectives are achieved.
• Oversee day-to-day operations within the support team, ensuring efficient case handling and timely resolution of all technical issues.
• Conduct regular Open-Ticket Request System (OTRS) reviews for ticket handling quality, response times and escalation effectiveness.
• Proactively monitor IoT sensors and systems health, connectivity and performance.
• Identify anomalies and initiate repair or maintenance processes.
• Recommend enhancements to improve IoT system reliability, scalability and performance.
• Manage escalation process for customer support issues to ensure prompt resolution and customer satisfaction.
• Coordinate between technical, engineering and management teams for critical issues.
• Provide detailed technical insights to support product feasibility and development initiatives.

Skills

Leadership

Team management

Communication

Problem-solving

Analytical thinking

Education

Bachelor's degree in engineering

Job description

Job Summary

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for an Application Support Manager to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibility

Support Operations & Performance

• Monitor and ensure departmental productivity and service level objectives are achieved.

• Oversee day-to-day operations within the support team, ensuring efficient case handling and timely resolution of all technical issues.

• Conduct regular OTRS (Open-Ticket Request System) reviews to assess ticket handling quality, response times, and escalation effectiveness.

IoT System & Product Monitoring

• Proactively monitor the health, connectivity, and performance of all IoT sensors and systems.

• Identify exceptional cases, anomalies, or potential failures and initiate appropriate repair or maintenance processes.

• Recommend enhancements to improve IoT system reliability, scalability, and performance.

Customer Support & Escalation Management

• Manage and oversee the escalation process for customer support issues to ensure prompt resolution and customer satisfaction.

• Act as a key point of contact for critical issues requiring coordination between technical, engineering, and management teams.

• Establish and maintain an escalation matrix to ensure structured communication and accountability.

Continuous Improvement & Product Development Support

• Analyse customer feedback, support data, and industry trends to identify opportunities for product and service improvements.

• Provide detailed technical insights and feedback to assist in new product feasibility and development initiatives.

Requirements

• Bachelor's degree in engineering with strong electronics / technical experiences.

• Minimum of 5 years' experience in the role and experience in managing and grow a team.

• Experience in System Integrator (SI) industry or familiar with SaaS platform is an added advantage.

• Proven track record in incident and troubleshooting management.

• Good leadership and people management skills and ability to work under pressure.

• Excellent communication and interpersonal skills.

• Hands-on and a can-do attitude.

• Technically independent with good initiative.

• Strong analytical and problem-solving skills with an out-of-box approach in providing solutions.