See more Collapse

Product Support- Team Lead

1 month ago

Kuala Lumpur, Malaysia FCM Full time

**Job no**: 520987

**Brand**: FCM

**Work type**: Full time

**Location**: Bangalore, India, Kuala Lumpur, Malaysia

**Categories**: Corporate & Group Travel

Job Purpose:
The Senior Product Support Engineer & Team Leader is the primary point of contact for end users requiring advanced technical assistance, issue resolution, and service requests. This role demands a higher level of expertise compared to first-level support, addressing more complex and escalated problems. In addition, this position entails daily team management, focusing on communication, training, development, and effective problem resolution.

**Key functions of the role include**:

- **Support & Technical Expertise**:

- Conduct advanced troubleshooting, analyze and diagnose incidents within SLAs.
- Understand, replicate, and provide relevant findings to Level 3/Vendor for further investigation.
- Investigate and ascertain root causes of complex technical issues, ensuring they are resolved or prevented.
- Maintain communication with the business on the status of critical problems, ensuring transparency and regular updates.
- **Team Management**:

- Supervise day-to-day activities of the technical support team.
- Ensure high-quality customer service and technical support from the team.
- Mentor and train team members to enhance their technical and customer service skills.
- Distribute workload appropriately, ensuring optimal team efficiency and effectiveness.
- Monitor and evaluate team performance based on key metrics like response time, resolution time, and customer satisfaction.
- **Communication, Training, and Development**:

- Facilitate clear and effective communication within the team.
- Develop and implement training programs to boost team technical skills and knowledge.
- Provide constructive performance feedback and conduct regular performance evaluations.
- Encourage a culture of continuous learning and improvement among team members.

**Competency & Requirements**:

- Strong analytical skills with the ability to diagnose and resolve complex technical issues.
- Proven team management skills with a focus on training, development, and performance evaluation.
- Excellent problem-solving, communication, and collaboration skills.
- Experience in the travel industry, preferably in a travel technology role.
- Familiarity with ITIL frameworks and methodologies is desirable.
- IT Degree or Diploma is preferred.

**Performance Measurement**:

- SLA adherence: No more than 10% breach annually.
- Root cause identification and correction: Aim for 75% identification annually.
- Creation of knowledge articles: At least 4 per month.
- Continuous assessment through employee self-assessments, feedback sessions, and peer/manager reviews.

**Applications close**:
**Back to search results**

**Refer a friend

We have other current jobs related to this field that you can find below

  • IT Production Support Team Lead

    3 weeks ago

    Kuala Lumpur, Malaysia Ambition Full time

    **Job details**: Posted 27 November 2023 SalaryRM10000.00 - RM150000.00 per month LocationKuala Lumpur Job type Permanent DisciplineTechnology & Digital Reference266119_1701055466 **Responsibilities**: - Oversees team members' responsibilities for incidents, service requests, and proactive tasks, ensuring that each is properly managed within agreed...

  • Product Support- Team Lead

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia FCM Full time

    Job no: 520987Brand:FCMWork type: Full timeLocation: Bangalore, India, Kuala Lumpur, MalaysiaCategories: Corporate & Group TravelJob Purpose:The Senior Product Support Engineer & Team Leader is the primary point of contact for end users requiring advanced technical assistance, issue resolution, and service requests. This role demands a higher level of...

  • Production Support Lead

    3 weeks ago

    Kuala Lumpur, Malaysia FNZ Full time

    Role Description - Production Support Lead Developers at FNZ own the pipeline of work required to resolve issues and complete build assigned to Production Support. They will liaise with internal and external stakeholders to ensure maintenance and continuous improvement of platforms is included as part of the release process. - Team Responsibilities - The...

  • Accountant Team Lead

    4 weeks ago

    Kuala Lumpur, Malaysia CCS Support Sdn. Bhd. Full time

    Looking for Senior position in Accounting, must have 4-5 years experience Must have audit experience, administer multiple entities is preferred. **Responsibilities**: - Perform system monthly bank reconciliation - Multiple companies account management - Download and or data entry credit card transactions - Record payroll entries - Prepare adjusting...

  • IT Production Support Team Lead

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Ambition Full time

    Job details:Posted 27 November 2023SalaryRM RM per monthLocationKuala LumpurJob type PermanentDisciplineTechnology & DigitalReference266119_ Responsibilities: Oversees team members' responsibilities for incidents, service requests, and proactive tasks, ensuring that each is properly managed within agreed upon operational level agreements (OLAs). Responsible...

  • Accountant Team Lead

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia CCS Support Sdn. Bhd. Full time

    Looking for Senior position in Accounting, must have 4-5 years experienceMust have audit experience, administer multiple entities is preferred.Responsibilities: Perform system monthly bank reconciliation Multiple companies account management Download and or data entry credit card transactions Record payroll entries Prepare adjusting entries Research and...

  • Technical Support Team Lead

    3 weeks ago

    Kuala Lumpur, Malaysia LittleLives Inc Pte Ltd Full time

    We are a fast-growing SaaS company in the EdTech space, operating mainly in Southeast Asia. With more than 2000 schools as customers, our mission is to revolutionize early childhood education through technology and provide innovative solutions to our customers._ **Position Overview** We are looking to hire an awesome **Customer Support Team Lead **based in...

  • Technical Support Team Lead

    6 days ago

    Kuala Lumpur, Malaysia LittleLives Full time

    _We are a fast-growing SaaS company in the EdTech space, operating mainly in Southeast Asia. With more than 2000 schools as customers, our mission is to revolutionize early childhood education through technology and provide innovative solutions to our customers. _ Position Overview We are looking to hire an awesome Customer Support Team Lead based in Kuala...

  • Production Support Lead

    1 week ago

    Kuala Lumpur, Malaysia FNZ Group Full time

    Production Support Lead Your expertise comes to the forefront in Incident & Problem Management, where you lead the analysis, investigation, diagnosis, and problem-solving efforts to identify, troubleshoot, and resolve production issues. Additionally, your involvement in Release & Change Management is crucial, as you support the testing and release processes...

  • Team Lead

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hong Leong Bank Full time

    If you are looking to excel and make a difference, take a closer look at usOverviewThe Team Lead - Product Development is responsible to lead the team in the development, implementation and management of new and existing non-trade product(s) / financing program(s). This includes conducting reviews, enhancements, periodic market research and engaging relevant...

  • Production Support Lead

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia FNZ Group Full time

    Production Support LeadYour expertise comes to the forefront in Incident & Problem Management, where you lead the analysis, investigation, diagnosis, and problem-solving efforts to identify, troubleshoot, and resolve production issues. Additionally, your involvement in Release & Change Management is crucial, as you support the testing and release processes...

  • Production Support Lead

    1 week ago

    Kuala Lumpur, Malaysia FNZ Full time

    Your expertise comes to the forefront in Incident & Problem Management, where you lead the analysis, investigation, diagnosis, and problem-solving efforts to identify, troubleshoot, and resolve production issues. Additionally, your involvement in Release & Change Management is crucial, as you support the testing and release processes for production fixes....

  • Team Lead

    3 weeks ago

    Kuala Lumpur, Malaysia British American Tobacco Full time

    **BAT is evolving at pace - truly like no other organisation.** **To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!** **BAT DIGITAL BUSINESS SOLUTIONS** **IS LOOKING FOR A DEMAND FORECASTING EXECUTIVE** **SENIORITY LEVEL**:Experienced...

  • Team Lead

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Unison Consulting Pte Ltd Full time

    Team Lead Insurance Operations Role Lead and manage a team of insurance operations professionals, ensuring high performance and productivity. Oversee daytoday operations and ensure compliance with established policies and procedures. Develop and implement strategies to improve operational efficiency and effectiveness. Provide guidance and support to team...

  • Team Lead

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time

    DepartmentBusiness Development and Partnerships- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe Business Development and Partnerships teams at Shopee are dynamic and energetic. The teams are always looking to acquire business opportunities to drive Shopee to be the No. 1 e-commerce platform in Southeast Asia and Taiwan. The aim...

  • Team Lead

    1 week ago

    Kuala Lumpur, Malaysia Hong Leong Bank Full time

    Team Lead - Business & Corporate Banking (Product Development) **If you are looking to excel and make a difference, take a closer look at us...** **Overview** The Team Lead - Product Development is responsible to lead the team in the development, implementation and management of new and existing non-trade product(s) / financing program(s). This includes...

  • Markets, Risk and Voice Support Team Lead

    2 weeks ago

    Kuala Lumpur, Malaysia UOB Innovation Hub 2 Sdn. Bhd. Full time

    **About UOB** United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and...

  • Technical Support Team Lead

    4 days ago

    Kuala Lumpur, Malaysia NCR Full time

    About NCR NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries. Job Description Summary The Retail Desk Lead...

  • Technical Support Team Lead

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia NCR Full time

    About NCRNCR Corporation (NYSE:NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.Job Description SummaryThe Retail Desk Lead is...

  • Southeast Asia Expansion Lead

    2 weeks ago

    Kuala Lumpur, Malaysia Acumen's team Full time

    Acumen is looking for someone with a minimum of 10 years of experience to execute the next three-year strategy for Southeast Asia, including overseeing existing programs, expanding into two new regions, overseeing alumni offerings across all programs and continuing to build on our robust community of Partners and supporters of Acumen in the region. This is...