Service Controller, APAC

OutSystems; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

OutSystems requires a Service Controller for APAC in Kuala Lumpur to manage escalations, act as Major Incident Manager, and support CritSits across global teams. You bridge customers, field teams and delivery units while prioritizing work based on impact.

You will monitor workloads, drive improvements, and participate in weekend on-call rotations. Fluency in English and experience in software support operations are essential.

Qualifications

• Experience in a similar role in software industry or product company.
• Fluent written and spoken English.
• Ability to analyze workload, impact and trends using data.
• Ability to work across geographies and cultures.

Responsibilities

• Manage customer escalations end to end: assess impact, set priority, coordinate teams and remove roadblocks until resolution.
• Act as Major Incident Manager for Major Incidents affecting customers.
• Support Escalation Manager on CritSits for Premium Support customers.
• Monitor global support workload and align priority with impact.
• Bridge between customers, field teams and delivery to meet service targets.
• Keep stakeholders updated on escalations and incidents.
• Handle customer feedback via the Customer Feedback Management process.
• Collaborate with EMEA and AMER Service Controllers for follow-the-sun coverage.

Skills

Escalation management

Incident management

Data analysis

Cross-cultural communication

English proficiency

Education

STEM degree (BSc/MSc)

Tools

Zendesk

Jira

ITIL concepts

Job description

## Service Controller, APACApply: Malaysia - Kuala Lumpur: Full time: Posted Today: R1836**There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems!**We are looking for a Service Controller for APAC Service Control is the operational gatekeeper of Global Support. The team owns escalation management, Critical Situations (CritSits) and Major Incident management. It keeps the global support workload moving and turns customer feedback into service improvements. Service Control works follow-the-sun across EMEA, AMER and APAC, with Service Controllers in each region. As a Service Controller in APAC, you are part of the Service Control team in the region, led by the APAC Escalation Manager and Team Lead. You keep customer issues moving: you manage escalations, act as Major Incident Manager, support CritSits, and make sure the right teams are working on the right priorities. You are the bridge between our customers, the field teams and the support delivery teams, and you work follow-the-sun with the Service Controllers in EMEA and AMER. Control over the global support workload is key to this role. That means using the data our processes generate to prioritize by impact, decide where the teams’ effort goes, and find what to improve next. Service Controllers see how customers, field teams and support delivery fit together, and that puts them in a privileged position to make service delivery add value for our customers. This is a role for you if* You are proactive. You act before a situation escalates, and you get things done even when the picture is incomplete.* You communicate well, in writing and out loud, in English, and you show empathy for the person on the other side.* You take ownership. You see problems through to the end, and when you don’t have all the knowledge yourself, you bring in the right people.* You can handle difficult conversations. You defuse disagreements with colleagues and customers and lead them towards an agreement.* You follow processes, and you challenge them when they don’t work, with a proposal for how to do it better.* You break problems down. You start wide, narrow as you learn, and judge the information objectively.* When you make a mistake, you own it and fix it fast, before the impact grows. What You Will Lead/Do or Key Responsibilities* Manage customer escalations end to end: assess the impact, set the right priority, coordinate the teams involved and remove roadblocks until the issue is resolved;* Act as Major Incident Manager for Major Incidents affecting our customers;* Support the Escalation Manager on CritSits for Premium Support customers, coordinating the internal teams and keeping the status up to date;* Monitor the global support workload and work with the support delivery teams so that priority reflects impact at all times;* Bridge between our customers, the field teams and the support delivery teams, so that service targets are met;* Keep everyone across Global Support aware of the impact and status of escalations and incidents;* Handle customer feedback through our Customer Feedback Management process: identify, log and investigate it, and define mitigations with the teams involved;* Hand over and share context with the Service Controllers in EMEA and AMER, so customers get follow-the-sun coverage;* Work with process owners and SMEs on the continuous improvement of every aspect of service delivery.On-call rotation* Take part in the weekend on-call rotation for Global Support Service control* On call, your scope is wider than escalation management. You may be called to act on Major Incidents and on standard escalations, because you are the only person from the team on the rotation at that time Qualifications / What You Need To Succeed* Experience in a similar role in the software industry or at a product company: support operations, escalation management, incident management or service delivery* Fluent written and spoken English* Comfortable working with data to understand workload, impact and trends* Ability to work across geographies and cultures* Experience handling critical incidents or high-severity customer situations, with composure under pressure* Availability for the weekend on-call rotation Ways To Stand Out From The Crowd* Past contact or knowledge of OutSystems;* Knowledge of, or experience with, ITIL (IT Service Management);* Knowledge of, or experience with, process modelling;* Knowledge of ISO compliance or adoption: ISO 9001 (Quality Management), ISO 27001 and 22301 (Information Security and Business Continuity), ISO 27017 and 27018 (Information Security for Cloud Computing);* Experience with Zendesk and Jira;* STEM degree (BSc or MSc in science, engineering or management related fields);