Team Leader - Service Software (m / f / d)

Based in Kuala Lumpur

We are looking for an experienced Team Leader – Second Level Support to lead and manage a local team of specialists , including Software Developers, Database Administrators, and IT Administrators . In this role, you will be responsible for ensuring efficient second-level support, incident resolution, and continuous service improvement.

Key Responsibilities :

• Lead and manage the local second-level support team, ensuring high performance and effective issue resolution.
• Oversee and coordinate software troubleshooting, database administration, and IT infrastructure support.
• Act as the primary escalation point for complex technical issues, ensuring timely and effective resolution.
• Ensure adherence to service-level agreements (SLAs) and best practices in IT service management.
• Drive root cause analysis, proactive problem-solving, and continuous service improvement initiatives.
• Develop and maintain support processes, documentation, and knowledge bases.
• Mentor and develop team members, fostering a culture of collaboration and technical excellence.
• Work closely with first-level support to streamline escalation workflows and enhance service efficiency.
• Collaborate with and escalate issues to third-level support and development teams when necessary to ensure resolution of complex incidents.
• Implement and optimize monitoring tools, automation, and IT support methodologies.

Requirements :

Have we raised your interest?

Then we look forward to receiving your application!

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