Specialist, Incident Management

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

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia’s most used apps for payments and everyday life.

Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler.

Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

What You'll Do:

1.Technical Support Leadership:

• Develop and enforce SLAs, KPIs, and support metrics to ensure high customer satisfaction and service quality.


• Collaborate with Product, Engineering, and Customer Success teams to resolve complex issues and drive customer value.


• Implement best-in-class support practices, including knowledge base development, ticket triage, and escalation management.


• Own the end-to-end incident management process for major outages, system failures, and high-impact issues.


• Serve as the primary escalation point during major incidents, ensuring fast recovery and effective communication.


• Drive root cause analysis (RCA) and ensure follow-up actions and preventive measures are executed.


• Establish and improve incident response protocols and reporting mechanisms.

3.Strategy & Process Improvement:

• Define and execute the vision for a proactive, data-driven technical support function.


• Identify support trends and opportunities for product or process enhancements.


• Lead continuous improvement initiatives and build a culture of accountability and operational excellence.

4.Stakeholder Management:

• Report on support performance and incident trends to executive leadership.


• Act as a key liaison between customers, technical teams, and business stakeholders.


• Drive customer feedback loops and represent the \"voice of the customer\" internally.

Role Requirements:

• Bachelor's degree in Computer Science, Information Technology.


• 4+ years of experience in technical support or IT operations.


• Proven experience managing high-performing technical support and incident management teams.


• Strong understanding of incident response frameworks, and support technologies (Zendesk, ServiceNow, Jira, etc.).


• Excellent communication, analytical, and leadership skills.


• Ability to thrive in high-pressure situations with a calm, problem-solving mindset.

What You Get

Work your way

• Medical coverage, with option to include dependants


• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet


• Long-term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement


• Discounts and wellness perks

What it’s like to work here

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.