Global Service Delivery & Incident Lead

CSI Interfusion Inc.; Malaysia; On-site; MYR 180,000 - 280,000; Full time

Job summary

CSI Interfusion Inc. seeks a Service Engineer Lead to oversee service reliability and UI quality operations, manage cross-functional project execution, and engage customers across regions.

The role drives incident response, release validation, vulnerability remediation, and end-to-end testing while coordinating global teams, staffing, and delivery milestones to ensure high service quality.

Qualifications

• Bachelor's degree or above.
• 3+ years of service delivery, project management, operations management, customer support, or related management experience.
• Experience creating and maintaining project plans, delivery schedules, risk and dependency registers, status reports, and action and issue logs for multiple workstreams.
• Experience leading customer communications, presenting delivery progress and risks, and coordinating actions across customers and internal teams.
• Good written and verbal English communication skills, coupled with fluent Mandarin listening and speaking abilities.
• Availability to collaborate with global and cross-regional teams across multiple time zones when required.
• Team management or people management experience.
• Experience coordinating recruitment, staffing, onboarding, offboarding, handover, or team administration.
• Familiarity with Microsoft Azure, Azure DevOps, Docker, Kubernetes, and Python programming or scripting.
• Experience with incident response, release coordination, testing, vulnerability remediation, or production service operations.
• Hands-on experience leveraging AI-powered tools such as GitHub Copilot or ChatGPT to improve productivity and operational efficiency.

Responsibilities

• Lead UI Quality-related service operations, including on-call rotations, live-site incident response, IcM coordination, issue mitigation, and post-incident follow-up.
• Coordinate DevOps and release activities, including deployment validation, release verification, operational troubleshooting, and rollback readiness.
• Drive vulnerability remediation activities, including dependency upgrades, security fixes, image rebuilds, and compliance follow-up.
• Coordinate end-to-end testing, release validation, defect follow-up, and test automation to improve service quality and testing efficiency.
• Plan and coordinate project execution with engineering, operations, and other global teams across regions and time zones, including schedules, risks, dependencies, resource needs, status reporting, and delivery milestones.
• Serve as a key point of contact for customers, understand their requirements, communicate progress and risks, and coordinate timely issue resolution.
• Establish and continuously improve team processes, documentation, communication mechanisms, and delivery standards.
• Support recruitment coordination, onboarding, offboarding, handover, team administration, and other reasonable operational needs.

Skills

Project management

Operations management

Customer relationship management

Team management

Recruitment coordination

Cross-functional collaboration

Education

Bachelor's degree or above

Tools

Microsoft Azure

Azure DevOps

Docker

Kubernetes

Python scripting

Job description

CSI Interfusion Inc. seeks a Service Engineer Lead to oversee service reliability and UI quality operations, manage cross-functional project execution, and engage customers across regions.

The role drives incident response, release validation, vulnerability remediation, and end-to-end testing while coordinating global teams, staffing, and delivery milestones to ensure high service quality.