Team Leader - 2nd Level Support SW/IT/DB (m/f/d)

Mühlbauer GmbH & Co. KG; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in Kuala Lumpur is seeking a Team Leader for Second Level Support. The role involves leading a local team, managing incident resolutions, and driving continuous service improvements. Candidates should possess extensive IT experience, including managing software development and IT infrastructure tasks. Join us to foster a culture of collaboration and technical excellence while ensuring high performance within the support team.

Qualifications

• 10+ years of experience in IT support, software development, or system administration.
• At least 4 years in a leadership role.
• Strong T-shaped expertise across multiple IT domains.

Responsibilities

• Lead and manage the second-level support team.
• Oversee software troubleshooting and IT infrastructure support.
• Implement monitoring tools and process optimizations.

Skills

Analytical skills

Problem-solving

Communication

Team management

Education

Bachelor’s Degree or Diploma in IT

Tools

ITSM tools

Jira

ServiceNow

Redmine

Job description

Based in Kuala Lumpur

We are looking for an experiencedTeam Leader – Second Level Supportto lead and manage alocal team of specialists, including Software Developers, Database Administrators, and ITAdministrators. In this role, you will be responsible for ensuringefficient second-level support, incident resolution, and continuous service improvement.

Key Responsibilities:

• Lead and manage the local second-level support team, ensuring high performance and effective issue resolution.
• Oversee and coordinate software troubleshooting, database administration, and IT infrastructure support.
• Act as the primary escalation point for complex technical issues, ensuring timely and effective resolution.
• Ensure adherence to service-level agreements (SLAs) and best practices in IT service management.
• Drive root cause analysis, proactive problem-solving, and continuous service improvement initiatives.
• Develop and maintain support processes, documentation, and knowledge bases.
• Mentor and develop team members, fostering a culture of collaboration and technical excellence.
• Work closely with first-level support to streamline escalation workflows and enhance service efficiency.
• Collaborate with and escalate issues to third-level support and development teams when necessary to ensure resolution of complex incidents.
• Implement and optimize monitoring tools, automation, and IT support methodologies.

Requirements:

• Bachelor’s Degree or Diploma in IT, Computer Science, or a related field (or equivalent experience).
• 10+ years of experience in IT support, software development, or system administration, with at least 4 years in a leadership role.
• Strong T-shaped expertise across software development, database management, and IT infrastructure.
• Hands-on experience with IT service management (ITSM) and bug-tracking tools (e.g., Jira, ServiceNow, Redmine).
• Familiarity with ITIL processes and best practices for incident and problem management.
• Proven experience leading a cross-functional technical support team.
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
• Excellent communication skills in English and Bahasa Melayu (written and spoken).

Have we raised your interest?

Then we look forward to receiving your application!

If you have any questions about the position or are currently in an employment relationship and would like to clarify in a personal interview whether we offer the right conditions for you before you apply, we will be happy to help. Of course, we guarantee absolute discretion.

Simply contact us and we will arrange a telephone appointment to discuss all the details individually.