Application Support Manager/Team Lead

Cartrack; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading IoT solutions provider in Kuala Lumpur is seeking a Support Operations Manager to oversee daily operations and monitor IoT system performance. The ideal candidate should hold a bachelor's degree in engineering with 5 years of experience in team management. Responsibilities include ensuring service level objectives are met and managing customer support escalations. This position requires strong leadership skills, problem-solving abilities, and excellent communication. Competitive benefits include unlimited medical outpatient care.

Benefits

Unlimited Medical Outpatient Benefit - Clinical

Qualifications

• Minimum of 5 years' experience in a relevant role.
• Experience in managing and growing a team.
• Proven track record in incident and troubleshooting management.

Responsibilities

• Monitor departmental productivity and service level objectives.
• Oversee day-to-day operations within the support team.
• Conduct regular OTRS reviews for quality assessment.
• Proactively monitor health and performance of IoT systems.
• Manage escalation process for customer support issues.

Skills

Leadership and people management

Problem-solving

Analytical skills

Technical independence

Excellent communication

Education

Bachelor's degree in engineering

Job description

Job Responsibilities

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.

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.

Analyze 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.

Job 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.

Employee Benefit

Unlimited Medical Outpatient Benefit - Clinical

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