IT Customer Care Manager

Imerys Minerals Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Imerys Minerals Malaysia Sdn. Bhd. is seeking an IT Customer Care Manager - APAC to lead the on-site proximity support team and ensure efficient delivery of IT support services across APAC.

The role focuses on harmonizing APAC level 2 proximity services and meeting EMEA SLAs while contributing to knowledge base development and training materials for end users. The successful candidate will manage a cross-functional team, review KPIs, and drive continuous improvements in support delivery,

Qualifications

• Bachelor’s degree or Master’s degree in Computer Engineering, Computer Science, IT or related fields.
• 5 years experience in IT support and service management, with at least 2 years managing proximity service teams delivering level 2 services.
• Fluent in IT Service Management framework.
• Experience in ServiceNow.
• Experience in management of teams.
• Experience managing proximity support teams and/or service providers.
• Experience of working within a culturally diverse global company.

Responsibilities

• Ensure level 2 proximity IT support services are implemented and running efficiently.
• Provide consistent, personalized, reliable, and friendly support services for proximity support needs.
• Contribute to support team policies and procedures.
• Enrichment of IT support knowledge base and training.
• Lead and manage APAC Proximity support team; organize and monitor activities.
• Identify skill gaps and arrange training; review development options.
• Coach and mentor individuals and teams.
• Ensure end user training and employee orientation activities in EMEA.
• Manage hardware troubleshooting and asset security; coordinate application rollout support.
• Organize VIP support, device provisioning, inventory management, shared printers.

Skills

IT service management

Team leadership

Proximity support

Knowledge of ServiceNow

Stakeholder collaboration

Problem management

Education

Bachelor’s or Master’s degree in Computer Engineering, Computer Science, IT or related fields

Tools

ServiceNow

Job description

The purpose of the IT Customer Care Manager - APAC is to:

Manage the on-site proximity support team and ensure efficient delivery of on-site IT support services in APAC

Ensure consistency and harmonization of APAClevel 2 proximity support services.

Manage EMEA on-site support KPIs and service levels to meet established SLAs.

Contributes to a knowledge base and training materials for end users.

Collaborates on transversal support topics for shift left opportunities

Responsibilities

Ensure level 2 proximity IT support services are implemented and running efficiently.

Provide consistent, personalized, reliable, and friendly support services for proximity support needs.

Contribute to support team policies, procedures.

Enrichment of IT support Knowledge base and training.

Resource Management:

Lead and manage customer care APAC Proximity support team

Direct, organize, schedule and monitor the teams’ activities.

Identify skill gaps and opportunities to strengthen the capabilities and provide relevant process training as needed.

Review training and development options and select appropriate methodology taking into account the individual, program and business requirements.

Coach and / or mentor individuals and teams to address development needs.

Proximity Support Services in EMEA:

Ensure end user training and employee orientation activities are executed

Manage hardware troubleshooting

Ensure physical asset security is implemented

Manage and organize application rollout support activities

Organize VIP support

Ensure end-user device provisioning & inventory mgt activities are performed

Organize and deliver shared printer support

Support Delivery and reporting:

Review and manage proximity support KPIs to evaluate the effectiveness and efficiency of the EMEA proximity support team.

Function as the primary escalation for Proximity support needs.

Implement process improvements identified by customer care process and other support teams.

Coordinate with the IT teams to resolve issues and concerns for end-users in a timely and effective manner.

Quality, Reporting:

Manager root cause analysis and work with support and other teams to identify potential solutions.

Ensure support processes are implemented and procedures followed.

Participate in IT problem management reviews.

Participate in Major Incident post mortem reviews to help ensure successful handoff from Incident Management to Problem Management.

Communications:

Collaborate with the infrastructure and application teams to ensure any on-premise IT solution rollout activity coordinated and managed.

Coordinate with other IT support teams to offer a consistent IT support experience.

Facilitate the discussion between Problem owners and the IT teams in order to apply lessons learned through root cause analysis exercise.

Qualifications & Experience

Bachelor’s degree or Master’s degree in Computer Engineering, Computer Science, IT or related fields

5 years experience in IT support and service management, with at least 2 years managing proximity service teams delivering level 2 services.

Fluent in IT Service Management framework

Experience in Servicenow

Experience in management of teams

Experience managing proximity support teams and/or service providers

Experience of working within a culturally diverse global company

Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.6 billion in revenue and 12,400 employees in 40 countries in 2024. The Group offers high value-added and functional solutions to a wide range of industries and fast-growing markets such as solutions for the energy transition and sustainable construction, as well as natural solutions for consumer goods. Imerys draws on its understanding of applications, technological knowledge, and expertise in material science to deliver solutions which contribute essential properties to customers’ products and their performance.

Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.6 billion in revenue and 12,400 employees in 40 countries in 2024. The Group offers high value-added and functional solutions to a wide range of industries and fast-growing markets such as solutions for the energy transition and sustainable construction, as well as natural solutions for consumer goods. Imerys draws on its understanding of applications, technological knowledge, and expertise in material science to deliver solutions which contribute essential properties to customers’ products and their performance.