Application Support Manager

7 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Cartrack Full time

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 an
Application Support Manager/ Team Lead
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.

Responsibility:

Support Operations & Performance

  • Monitor and ensure departmental productivity and service level objectives are achieved.
  • Oversee day-to-day operations within the support team, ensuring efficient case handling and timely resolution of all technical issues.
  • Conduct regular
    OTRS (Open-Ticket Request System)
    reviews to assess ticket handling quality, response times, and escalation effectiveness.

IoT System & Product Monitoring

  • Proactively monitor the health, connectivity, and performance of all IoT sensors and systems.
  • Identify exceptional cases, anomalies, or potential failures and initiate appropriate repair or maintenance processes.
  • Recommend enhancements to improve IoT system reliability, scalability, and performance.

Customer Support & Escalation Management

  • Manage and oversee the escalation process for customer support issues to ensure prompt resolution and customer satisfaction.
  • Act as a key point of contact for critical issues requiring coordination between technical, engineering, and management teams.
  • Establish and maintain an escalation matrix to ensure structured communication and accountability.

Continuous Improvement & Product Development Support

  • Analyse customer feedback, support data, and industry trends to identify opportunities for product and service improvements.
  • Provide detailed technical insights and feedback to assist in new product feasibility and development initiatives.

Requirements:

  • Bachelor's degree in engineering with strong 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.

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