Application Support Manager/Team Lead

4 days ago

KL Eco City Kuala Lumpur Malaysia Malaysia Cartrack Full time


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.

Job Responsibilities:

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

  • Analyze 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.

Job 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.

Employee Benefit

  • Transport Allowance RM500

  • Unlimited Medical Outpatient Benefit - Clinical

  • Insurances Coverage

  • Start with 15 days AL

  • Flexible Benefit

  • Performance Bonus (Yearly)

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