Global Incident Manager — Technical Support

Centific Global Solutions (M) Sdn Bhd

Penang

Hybrid

MYR 60,000 - 96,000

Full time

9 days ago

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Benefits offered by this job

Equal opportunity employer

Job summary

Centific Global Solutions (M) Sdn Bhd is seeking a Technical Support professional to manage high-impact customer incidents and coordinate resolution across global teams. This role will act as the central point of contact during critical service disruptions, ensuring effective communication with stakeholders and maintaining high customer satisfaction.

You will work 9 working hours per day across APAC/EMEA shifts, with weekend coverage and occasional after-hours support, handling enterprise

Qualifications

2–5 years of experience in technical support or incident management.
Proven experience supporting enterprise-level customers in English and Japanese.
Strong written English and proficiency in Mandarin, Korean, or Japanese.
Comfortable collaborating with global teams across time zones to resolve incidents.
Ability to work under pressure and meet strict SLAs.

Responsibilities

Manage and coordinate critical customer escalations in a global environment.
Act as the single point of contact for high-severity incidents.
Collaborate with cross-functional teams to ensure timely issue resolution.
Provide regular updates to customers and internal stakeholders during incidents.
Track incident progress and ensure accountability across teams.
Maintain incident documentation and reporting.
Provide weekend or off-hours support when required.