Service Continuity Lead — L2 Tech Operations

Private Advertiser; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Private Advertiser in Malaysia is seeking a Senior Manager / Manager, Service Assurance (L2 Tech Operations) to ensure stability and performance of telco services. You will provide Level 2 tech support, manage incidents, coordinate resolution with internal teams and external partners, and restore customer service within SLAs.

You will lead incident management across the organization, act as central coordinator among Customer Service, Product, IT, BSS vendors and network partners, and monitor

Qualifications

• 6–10 years of experience in Telco Operations & Technical Support.

Responsibilities

• Provide advanced Level 2 technical support for issues unresolved by Customer Service (e.g., SIM activation failures, eSIM provisioning, MNP, plan provisioning, device compatibility, mobile app issues).
• Lead operational incident management across the organization.
• Act as the central operational coordinator between Customer Service, Product, CE & Digital, Technology & IT, BSS vendors, network partners, payment providers, device partners, and external technology vendors.
• Coordinate operational matters with external vendors, including escalation management, SLA monitoring, resolution tracking, and follow-up actions.
• Conduct Root Cause Analysis (RCA) following major incidents
• Monitor the health and availability of critical services
• Support new product launches by ensuring operational readiness

Skills

Telco Operations

Technical Support

Incident Management

Vendor Management

Stakeholder Management

Root Cause Analysis

BSS/OCS Knowledge

Job description

Private Advertiser in Malaysia is seeking a Senior Manager / Manager, Service Assurance (L2 Tech Operations) to ensure stability and performance of telco services. You will provide Level 2 tech support, manage incidents, coordinate resolution with internal teams and external partners, and restore customer service within SLAs.

You will lead incident management across the organization, act as central coordinator among Customer Service, Product, IT, BSS vendors and network partners, and monitor