Technical Support Manager

Job Summary

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for Tech/Application Support Manager to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Job Responsibility

• Drive the operational plan, oversees day-to-day operation activities such as manpower deployment and contingency management.

• Monitor and ensuring productivity are achieve in the department.

• Monitor the OTRS ticketing system daily to ensure all incoming requests are tracked, handled promptly, and escalated to Level 2 support where necessary, with timely follow-up until resolution.

• Pro-actively monitor the health status of all products, identify exceptional cases, and initiate and prioritize the repair process when required.

• Recommend enhancements to improve systems performance.

• Analyze and identify industry trends and customers need and provide feedback to improve the feasibility of new product development.

• Managing and solving technical issues faced by customers.

• Establish end-to-end service delivery for projects.

• Provide products and systems training to internal employees and customers when required.

• Review and approve all vendor services and its related cost ensuring cost are being properly managed

Job Requirements

• Bachelor Degree in Engineering with strong IoT development, electronics / technical experiences.

• Minimum of 5 years experience in the role and experience in managing and grow a team.

• Experience in System Integrator (SI) industry or familiar with SaaS platform is an added advantage.

• Proven track record in incident and troubleshooting management.

• Good leadership and people management skills and ability to work under pressure.

• Excellent communication and interpersonal skills.

• Hands-on and a can-do attitude.

• Technically independent with good initiative.

• Strong analytical and problem-solving skills with an out-of-box approach in providing solutions.