Junior Product Manager

The eCEOs WP, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia.

Junior Product Manager

The position is open for only locally available candidates based in Malaysia as language proficiency in Bahasa Malay is essential.

• Serve as the first point of contact for user support via email, chat, or ticketing system.
• Diagnose and resolve Level 1 issues such as password resets, account access, and basic software / hardware problems.
• Ensure timely ticket triage and escalation following ITIL / DevOps incident workflows.
• Handle Level 2 escalations involving system errors, application troubleshooting, SQL queries (optional), and configuration issues.
• Perform root cause analysis and propose permanent fixes to reduce recurring incidents.
• Collaborate with development teams to validate bug reports and assist in patch deployment.
• Participate in post-incident reviews and contribute to continuous improvement initiatives.
• Suggest automation opportunities for repetitive support tasks (e.g., profile checking, health checks).
• Support monitoring and alerting systems to proactively identify issues before they impact users.
• Coordinate with infrastructure, development, tenant management, and business units to resolve complex issues.
• Act as a liaison between support and DevOps teams to ensure smooth deployment and rollback processes.
• Document troubleshooting steps, solutions, and known issues in the knowledge base.
• Maintain updated SOPs for common incidents and onboarding / offboarding workflows.
• Support onboarding / offboarding activities, including user accounts, system access, and hardware setup.
• Ensure compliance with security and access control policies during provisioning.

Seniority level

Entry level

Employment type

Full-time

Job function

Product Management and Marketing

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