Application Support Team Leader / Manager

Cartrack; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading technology solutions provider in Kuala Lumpur is seeking an experienced Application Support Manager to oversee day-to-day operational activities and lead a technical team. The role demands a strong background in application support with at least 5 years of experience, and knowledge in IoT solutions and API integrations is preferred. The ideal candidate will excel in incident management and have excellent leadership communication skills, driving service excellence and operational efficiency.

Qualifications

• Minimum 5 years of experience in application support or technical operations.
• Experience in SaaS or System Integrator environments is an advantage.
• Experience supporting IoT-based solutions and API integrations is preferred.

Responsibilities

• Oversee day-to-day support operations and incident management.
• Ensure SLAs, KPIs, and productivity targets are met.
• Manage the OTRS ticketing system and escalation processes.
• Monitor system health and drive issue resolution.
• Lead resolution of complex technical issues.

Skills

Incident management

Troubleshooting

Problem-solving

Leadership

Communication

Education

Bachelor’s degree in a technical field

Job description

We are looking for an Application Support Manager to oversee day-to-day operational activities, ensure service excellence, and lead a high-performing technical team. This role plays a key part in ensuring operational efficiency, managing technical incidents, and supporting continuous improvement across systems and products.

Key Responsibilities

• Oversee day-to-day support operations, including manpower planning and incident management.
• Ensure SLAs, KPIs, and productivity targets are met.
• Manage the OTRS ticketing system and escalation processes.
• Monitor system and product health and drive timely issue resolution.
• Lead resolution of complex technical issues and continuous improvement initiatives.
• Collaborate with product, engineering, and vendor teams.
• Provide technical and product training when required.

Requirements

• Bachelor’s degree in a technical field.
• Minimum 5 years of experience in application support or technical operations with leadership exposure.
• Experience in SaaS or System Integrator environments is an advantage.
• Experience supporting IoT-based solutions and API integrations is preferred.
• Strong incident management, troubleshooting, and problem-solving skills.
• Excellent leadership and communication skills.
• Ability to work effectively under pressure in a fast-paced environment.