"This opportunity is already expired. However, you can always try to contact the employer for verification."

Opportunity ID:: MYO-201514634
Type :: Full time
Position Level :: Senior Executive
Industry :: Computer/Information Technology - IT-Network/Sys/DB Admin
Job Specialization :: Computer/Information Technology - IT-Technical Support
City :: KL Sentral
Description :: As a Technical Support Team Lead, your mission will be to:
1. Lead and manage a growing support team of around 7 people.
2. Develop, lead, and motivate engineers and senior engineers to reach their potential within the support organisation through mentoring and providing one-on-one job coaching focused on continuous improvement and development.
3. Review, Assess, Recruit and hire new team members.
4. Foster an environment that drives performance in the areas of customer satisfaction, knowledge creation, technical expertise, process improvement, and timeliness of support delivery.
5. Develop, maintain, improve, and standardise various support processes, procedures, and systems in cooperation with relevant stakeholders.
6. Build and foster the "customer first" culture within the team.
7. Provide expert knowledge of operational support models.
8. Hire and develop a high calibre regional support team, driven to share their knowledge and best practices with support teams globally.
9. Ingrain a proactive self-help based approach to support customers through active sharing of knowledge.
10. Drive the Support strategy within the team.
11. Maintain a high performing team with a can-do attitude.
12. Manage and own day-to-day operations of the regional product queue.
13. Organize release updates and consistent coverage.
14. Ensure team addresses issues within our defined SLAs.
15. Provide project management guidance and facilitate work with Support Projects team.
16. Handle customer escalations.
17. Discuss, set and meet team objectives each quarter.
18. Empower the individuals in the team to strive for excellence.
19. Engage with other Team Leads, ensure experiences are shared and teams work collaboratively when required.
20. Employ creative ways to run the team to ensure operational and individual objectives are met.
21. Operate daily with a sense of urgency to get things done
Requirements :: 1. At least 2-3 years experience managing at least 10 people in a technical support environment. We are only looking for people who have experience in managing very technical IT support teams.
2. Excellent analytical capabilities.
3. Strong understanding of monitoring support operational KPIs.
4. Ability to build, develop and career manage technical teams.
5. Ability to improve operations processes and drive change.
6. Inspiring and motivational leader.
7. Superior creative and innovative problem-solving skills.
8. Wide experience of successful and failed projects.
9. Effectively prioritize and delegate work.
10. Operating Systems knowledge (Linux, OS X and/or Windows).
11. 2-3 years experience technical troubleshooting for customers.
12. Familiarity with databases and demonstrated SQL experience. This will be very desirable.
13. Bachelor's Degree in Computer Science or equivalent demonstrated experience.
14. Experience driving projects that improve operational efficiency, customer satisfaction and create a proactive customer environment.
15. Extensive experience supporting customers.
16. Able to work varying time zones with a global team, as and when needed.
Lowest Qualification :: Bachelor Degree
Closing Date :: 11/9/15, 12:00 AM

ServiceRocket Sdn Bhd

Phone :: 03 20919000
Address :: Suite 3B-3A-3, Block 3B, Leve 3A, Plaza Sentral, Jalan Stesen Sentral 5, 50470 KL Sentral
City :: KL Sentral
State :: Kuala Lumpur
Country :

Description

ServiceRocket partners with fast growing software companies and helps to fill in the consumption gap that often exists. We define the consumption gap as everything that is required to take great software and maximize its value within an enterprise. It’s the difference between great software alone and a complete solution