IoT Application Support Lead

Cartrack; Kuala Lumpur; On-site; MYR 150,000 - 210,000; Full time

Job summary

Cartrack, a world-leading smart mobility SaaS company, is seeking an Application Support Manager to strengthen our Kuala Lumpur team. You will oversee the support operations, monitor IoT sensor health, and drive escalation management to ensure prompt resolutions and customer satisfaction.

You will lead a technical support team with at least 5 years in similar roles, focusing on incident handling, product feedback, and continuous improvement to enhance system reliability and performance.

Qualifications

• Bachelor's degree in engineering with strong electronics/technical experience.
• Minimum of 5 years' experience in the role and experience in growing a team.
• Experience in System Integrator (SI) industry or familiarity with SaaS platform is a plus.
• Proven track record in incident and troubleshooting management.
• Excellent communication and interpersonal skills, leadership under pressure.
• Hands-on with good initiative and strong analytical skills.

Responsibilities

• 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 Open-Ticket Request System (OTRS) reviews for ticket handling quality, response times and escalation effectiveness.
• Proactively monitor IoT sensors and systems health, connectivity and performance.
• Identify anomalies and initiate repair or maintenance processes.
• Recommend enhancements to improve IoT system reliability, scalability and performance.
• Manage escalation process for customer support issues to ensure prompt resolution and customer satisfaction.
• Coordinate between technical, engineering and management teams for critical issues.
• Provide detailed technical insights to support product feasibility and development initiatives.

Skills

Leadership

Team management

Communication

Problem-solving

Analytical thinking

Education

Bachelor's degree in engineering

Job description

Cartrack, a world-leading smart mobility SaaS company, is seeking an Application Support Manager to strengthen our Kuala Lumpur team. You will oversee the support operations, monitor IoT sensor health, and drive escalation management to ensure prompt resolutions and customer satisfaction.

You will lead a technical support team with at least 5 years in similar roles, focusing on incident handling, product feedback, and continuous improvement to enhance system reliability and performance.