Stabilization, Support, & Warranty Lead

KATSys; Cyberjaya; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading tech firm based in Cyberjaya, Malaysia, is seeking a Stabilization, Support, & Warranty Lead. The successful candidate will establish processes for post-deployment support and coordinate resources to effectively address user issues. You will monitor system performance and report on support activities. Ideal candidates will possess a Bachelor's degree in a related field and experience in support roles with strong problem-solving and communication skills.

Responsibilities

• Establish post-deployment support processes and procedures.
• Coordinate support activities and resources to address user issues and inquiries.
• Monitor system performance and stability, and implement corrective actions as needed.
• Manage the resolution of warranty-related issues and defects.
• Provide regular status updates and reports on support activities to stakeholders.

Skills

Problem-solving

Communication

ITIL principles

Post-deployment support experience

Ability to work under pressure

Education

Bachelor’s degree in computer science, engineering, or related field

Job description

Job Title: Stabilization, Support, & Warranty Lead

Key Responsibilities

• Establish post-deployment support processes and procedures.
• Coordinate support activities and resources to address user issues and inquiries.
• Monitor system performance and stability, and implement corrective actions as needed.
• Manage the resolution of warranty-related issues and defects.
• Provide regular status updates and reports on support activities to stakeholders.

Key KPIs/SLAs

• Timely resolution of user issues and inquiries within defined SLAs.
• System uptime and performance metrics (e.g., availability, response time).
• Effectiveness of support processes and procedures.
• Reduction in post-deployment defects and issues.
• Stakeholder satisfaction with support services and outcomes.

Desired Skills, Experience, Qualifications

• Bachelor’s degree in computer science, engineering, or related field.
• Proven experience in post-deployment support and maintenance roles.
• Strong understanding of ITIL principles and support processes.
• Excellent problem-solving and communication skills.
• Ability to work effectively under pressure in a fast-paced environment.