Customer Support Maintenance Manager

Job Propose

This is a pivotal,
pioneer role
serving as the
primary owner and operational custodian
of Betamek's
Telematics Service Platform (TSP)
and related Software-as-a-Service (SaaS) offerings.

The TSP Platform Owner / Service Manager will be the
enabler
responsible for
designing, building, and leading a new internal business unit
focused on software support, managed services delivery, helpdesk & monitoring operations, and platform lifecycle management.

Your mandate is to establish the end-to-end
SOPs, processes, tools, SLAs, customer support structure, and governance model
from scratch, ensuring Betamek delivers high-quality, reliable, secure, and scalable telematics services to our strategic customers (starting with
Perodua
, extending to future OEMs and fleets). This requires strong leadership, deep operational process discipline, and commercial acumen.

Key Responsibilities
1. Business Unit Incubation & Service Strategy

• Establishment:
  Lead the creation of the entire service management business unit, translating the management's vision into a fully operational service delivery structure.
• Service Portfolio:
  Define, document, and present the core
  Managed Services
  and
  SaaS offerings
  , including pricing models and Service Level Agreements (SLAs).
• Financial Oversight:
  Support the creation and management of annual
  OPEX budgets
  for service operations and contribute to commercial models for O&M / managed services contracts.

2. Platform Ownership & Governance

• Operational Custodian:
  Act as the primary owner of the TSP operational performance, availability, and service delivery outcomes.
• Lifecycle Management:
  Define and maintain the
  platform roadmap, release management cadence,
  and structured
  change management controls
  .
• Compliance:
  Ensure service and platform operations comply with
  PDPA, cybersecurity standards, data governance policies,
  and regulatory /
  OEM requirements
  .

3. Service Operations Establishment & Execution

• Process Design:
  Design, document, and implement end-to-end service processes based on ITIL principles, including:

o  Incident & Problem Management

o  Change & Release Management

o  Service Request & Escalation Workflow

o  Monitoring & Alerting Playbooks (24/7 or tiered model).

• Tools & Systems:
  Identify, set up, and manage required tools, dashboards, support ticketing systems (ITSM), and knowledge base repositories.
• Delivery:
  Oversee day-to-day managed service operations to meet agreed SLAs, manage critical incidents, and lead formal
  Root Cause Analysis (RCA)
  .

4. Team Building & Capability Development

• Recruitment & Structure:
  Develop the organizational chart for the new managed services unit and lead the
  recruitment, training, and scaling
  of the foundational team.
• Team Roles:
  Directly manage and mentor a multi-functional team, including
  Service Desk Analysts, Application Support Engineers, Network / Monitoring Specialists,
  and
  Customer Success / Service Delivery Officers.
• Culture:
  Foster a culture of service excellence, accountability, and continuous process improvement.

5. Stakeholder & Customer Engagement

• Interface:
  Act as the primary operational interface with key enterprise customers, including
  Perodua
  .
• Reporting:
  Provide structured service performance reviews, uptime/downtime reports,
  SLA dashboards
  , and improvement proposals to stakeholders.
• Partner Management:
  Engage with technology partners (e.g., CorCloud) to synchronize responsibilities, escalation paths, and change requests.

Required Qualifications & Experience

• Experience:
  A minimum of
  7+ years
  of progressive experience in Service Delivery, Platform Operations, or Managed Services, with a focus on
  automotive telematics, cloud applications, IoT/SaaS, or NOC/SOC environments.
• Pioneer Track Record:
  Proven experience setting up or significantly transforming service support organizations, Helpdesk functions, or large-scale platform services
  from scratch
  .
• Technical Acumen:
  Strong operational knowledge in
  cloud services, IoT/telematics architecture, application monitoring, data flows,
  and SLA-driven service delivery.
• Certification:
  Strong practical knowledge of
  ITIL
  required (ITIL Foundation certification is a plus).
• Education:
  Bachelor's Degree in Computer Science, Information Systems, Engineering, Telecommunications, or a relevant discipline.
• Languages:
  Excellent communication and presentation skills in
  English & Bahasa Malaysia
  are essential. Mandarin is an added advantage.

Key Competencies

1. Leadership & Execution

• Builds operational structures from the ground up.
• Drives tangible results and outcomes.
• Manages resources effectively with minimal supervision.

2. Process Discipline

• Develops and implements robust Standard Operating Procedures (SOPs).
• Ensures strong process adherence and compliance.
• Promotes a culture of continuous improvement.

3. Technical & Analytical

• Understands telemetry systems and cloud environments.
• Recognizes operational dependencies across systems.
• Utilizes monitoring data to support strategic decision-making.

4. Crisis & Escalation Management

• Demonstrates calmness and structure under pressure.
• Makes quick, sound decisions during critical incidents.
• Communicates clearly and effectively in high-stress situations.

5. Customer Focus

• Manages enterprise customer expectations strategically.
• Builds and maintains strong operational relationships.
• Ensures consistent customer satisfaction through proactive engagement.

Why Join Us?

Be part of Betamek Electronics, specializing in advanced automotive electronics. Work in a dynamic, innovation-driven environment inspired by Japanese excellence, with opportunities for career growth and international exposure.

Benefits

• Yearly Increment & Performance Bonus
• Free Breakfast & Lunch
• Insurance Coverage (PA & Hospitalization)
• Annual Company Trip & Dinner
• 5-Day Work Week with Three Rest Breaks Daily