Senior Incident Manager - Lead Rapid, Data-Driven Response

TNG Digital; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Benefits offered by this job

Medical coverage

Extra leave for family and caregiving

Monthly lifestyle allowance via TNG eW

Mobile and broadband reimbursement

Discounts and wellness perks

Job summary

TNG Digital is seeking a Technical Support Lead in Kuala Lumpur to drive end-to-end incident management and define MVP support processes. You will work with Product, Engineering, and Customer Success to resolve complex issues and improve service quality.

The role requires leadership of a high-performing team and a data-driven approach to support operations. You will own incident response, metrics, and RCA follow-ups, while collaborating with stakeholders across the business to deliver reliable,

Qualifications

• Bachelor's degree in Computer Science or Information Technology.
• 4+ years in technical support or IT operations.
• Proven leadership of high-performing teams.
• Experience with incident response frameworks and tools.

Responsibilities

• Own end-to-end incident management for major outages.
• Define and enforce SLAs, KPIs and support metrics.
• Collaborate with Product, Engineering and Customer Success to resolve issues.
• Lead RCA and drive preventive actions.

Skills

Technical leadership

Incident management

Data-driven

Communication

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Zendesk

ServiceNow

Jira

Job description

TNG Digital is seeking a Technical Support Lead in Kuala Lumpur to drive end-to-end incident management and define MVP support processes. You will work with Product, Engineering, and Customer Success to resolve complex issues and improve service quality.

The role requires leadership of a high-performing team and a data-driven approach to support operations. You will own incident response, metrics, and RCA follow-ups, while collaborating with stakeholders across the business to deliver reliable,