Customer Support Maintenance Manager

Betamek Electronics (M) Sdn Bhd; Rawang; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading electronics company in Rawang is seeking a TSP Platform Owner to lead a new business unit focused on telematics service operations. The role involves establishing SOPs, managing service delivery, and building a strong team. Candidates must have over 7 years of experience in service delivery and a background in automotive telematics or cloud applications. This position offers growth opportunities in a dynamic work environment.

Benefits

Yearly Increment & Performance Bonus

Free Breakfast & Lunch

Insurance Coverage (PA & Hospitalization)

Annual Company Trip & Dinner

5-Day Work Week with Three Rest Breaks Daily

Qualifications

• 7+ years of experience in Service Delivery or Managed Services.
• Experience in setting up or transforming service support organizations.
• Strong operational knowledge in cloud services and SaaS.

Responsibilities

• Lead the creation of a service management business unit.
• Define and document service offerings and SLAs.
• Oversee day-to-day managed service operations.

Skills

Service Delivery

Platform Operations

Automotive Telematics

Cloud Applications

ITIL Knowledge

Team Leadership

Education

Bachelor’s Degree in Computer Science, Information Systems or Engineering

Job description

Job Propose

This is a pivotal, pioneer role serving as the primary owner and operational custodian of Betamek’s Telematics Service Platform (TSP) and related Software-as-a-Service (SaaS) offerings.

The TSP Platform Owner / Service Manager will be the enabler responsible for designing, building, and leading a new internal business unit focused on software support, managed services delivery, helpdesk & monitoring operations, and platform lifecycle management.

Your mandate is to establish the end-to-end SOPs, processes, tools, SLAs, customer support structure, and governance model from scratch, ensuring Betamek delivers high-quality, reliable, secure, and scalable telematics services to our strategic customers (starting with Perodua, extending to future OEMs and fleets). This requires strong leadership, deep operational process discipline, and commercial acumen.

Key Responsibilities

1. Business Unit Incubation & Service Strategy

• Establishment: Lead the creation of the entire service management business unit, translating the management's vision into a fully operational service delivery structure.
• Service Portfolio: Define, document, and present the core Managed Services and SaaS offerings, including pricing models and Service Level Agreements (SLAs).
• Financial Oversight: Support the creation and management of annual OPEX budgets for service operations and contribute to commercial models for O&M / managed services contracts.

2. Platform Ownership & Governance

• Operational Custodian: Act as the primary owner of the TSP operational performance, availability, and service delivery outcomes.
• Lifecycle Management: Define and maintain the platform roadmap, release management cadence, and structured change management controls.
• Compliance: Ensure service and platform operations comply with PDPA, cybersecurity standards, data governance policies, and regulatory / OEM requirements.

3. Service Operations Establishment & Execution

• Process Design: Design, document, and implement end-to-end service processes based on ITIL principles, including:
• oIncident & Problem Management
• oChange & Release Management
• oService Request & Escalation Workflow
• oMonitoring & Alerting Playbooks (24/7 or tiered model).
• Tools & Systems: Identify, set up, and manage required tools, dashboards, support ticketing systems (ITSM), and knowledge base repositories.
• Delivery: Oversee day‑to‑day managed service operations to meet agreed SLAs, manage critical incidents, and lead formal Root Cause Analysis (RCA).

4. Team Building & Capability Development

• Recruitment & Structure: Develop the organizational chart for the new managed services unit and lead the recruitment, training, and scaling of the foundational team.
• Team Roles: Directly manage and mentor a multi‑functional team, including Service Desk Analysts, Application Support Engineers, Network / Monitoring Specialists, and Customer Success / Service Delivery Officers.
• Culture: Foster a culture of service excellence, accountability, and continuous process improvement.

5. Stakeholder & Customer Engagement

• Interface: Act as the primary operational interface with key enterprise customers, including Perodua.
• Reporting: Provide structured service performance reviews, uptime/downtime reports, SLA dashboards, and improvement proposals to stakeholders.
• Partner Management: Engage with technology partners (e.g., CorCloud) to synchronize responsibilities, escalation paths, and change requests.

Required Qualifications & Experience

• Experience: A minimum of 7+ years of progressive experience in Service Delivery, Platform Operations, or Managed Services, with a focus on automotive telematics, cloud applications, IoT/SaaS, or NOC/SOC environments.
• Pioneer Track Record: Proven experience setting up or significantly transforming service support organizations, Helpdesk functions, or large‑scale platform services from scratch.
• Technical Acumen: Strong operational knowledge in cloud services, IoT/telematics architecture, application monitoring, data flows, and SLA‑driven service delivery.
• Certification: Strong practical knowledge of ITIL required (ITIL Foundation certification is a plus).
• Education: Bachelor’s Degree in Computer Science, Information Systems, Engineering, Telecommunications, or a relevant discipline.
• Languages: Excellent communication and presentation skills in English & Bahasa Malaysia are essential. Mandarin is an added advantage.

Key Competencies

1. Leadership & Execution

• Builds operational structures from the ground up.
• Drives tangible results and outcomes.
• Manages resources effectively with minimal supervision.

2. Process Discipline

• Develops and implements robust Standard Operating Procedures (SOPs).
• Ensures strong process adherence and compliance.
• Promotes a culture of continuous improvement.

3. Technical & Analytical

• Understands telemetry systems and cloud environments.
• Recognizes operational dependencies across systems.
• Utilizes monitoring data to support strategic decision‑making.

4. Crisis & Escalation Management

• Demonstrates calmness and structure under pressure.
• Makes quick, sound decisions during critical incidents.
• Communicates clearly and effectively in high‑stress situations.

5. Customer Focus

• Manages enterprise customer expectations strategically.
• Builds and maintains strong operational relationships.
• Ensures consistent customer satisfaction through proactive engagement.

Why Join Us?

Be part of Betamek Electronics, specializing in advanced automotive electronics. Work in a dynamic, innovation‑driven environment inspired by Japanese excellence, with opportunities for career growth and international exposure.

Benefits

• Yearly Increment & Performance Bonus
• Free Breakfast & Lunch
• Insurance Coverage (PA & Hospitalization)
• Annual Company Trip & Dinner
• 5-Day Work Week with Three Rest Breaks Daily