The ManageEngine Technical Lead is a hands-on individual contributor, serving customers across the ASEAN market from a Kuala Lumpur base. This is a technical lead role, not a people-management role: the lead sets the technical direction for ManageEngine engagements and remains hands-on in the build. The role spans both delivery and pre-sales, implementing and configuring ManageEngine in delivery, and supporting pursuits with solutioning, demos, and estimates.

As the lead technical voice on the platform, the role sets build standards, reviews the work of other engineers, and is the escalation point for complex ManageEngine configuration and integration, while staying close enough to the tooling to build and troubleshoot directly.

Enterprise Service Management extends service management disciplines (request, incident, change, asset, and workflow) beyond IT into HR, facilities, and shared services. ManageEngine delivers this through a cost-effective, fast-to-deploy suite, and the Technical Lead is the person who makes it work end to end.

Key Responsibilities

•       Set the technical direction for ManageEngine engagements and remain hands-on in configuration and build

•       Implement and configure ServiceDesk Plus, Endpoint Central, and OpManager to meet customer requirements

•       Build workflow automation and customisation using Deluge scripting

•       Design and build integrations (e-bonding, REST APIs, third-party connectors) between ManageEngine and enterprise systems

•       Configure Zia AI and Zia Agents for service automation, self-service, and operational efficiency

•       Act as the escalation point for complex ManageEngine configuration and integration issues

•       Set build standards and review the work of other engineers (technical guidance, not line management)

•       Support pre-sales pursuits: build tailored demos and proof-of-value environments, scope solutions, and produce effort estimates

•       Apply ITIL-aligned service management practice to configuration and process design

•       Contribute to pricing for ManageEngine proposals with effort estimates and licensing input

•       Produce technical documentation, build guides, and reusable configuration assets for the practice

•       Maintain ManageEngine certifications and keep current with the product suite and Zia AI roadmap

Required Qualifications

•       5 or more years of hands-on experience implementing and configuring ManageEngine products (ServiceDesk Plus, Endpoint Central, or OpManager)

•       Deep hands-on expertise in at least one ManageEngine product, with working knowledge across the suite

•       Strong Deluge scripting skills for workflow automation and customisation

•       Experience designing and building integrations (e-bonding, REST APIs) between ManageEngine and enterprise systems

•       ITIL 4 Foundation certification

•       Experience acting as technical lead or escalation point on implementation projects

•       Experience building demos or proof-of-value environments to support pursuits

•       Comfortable using AI tools to support configuration, scripting, and documentation

•       Strong written and verbal communication in English; an additional ASEAN language an advantage for regional engagements

•       Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

Preferred Qualifications

•       ManageEngine certifications across multiple products in the suite

•       ITIL 4 Managing Professional or intermediate ITIL modules

•       Experience with Zia AI, Zia Agents, and ManageEngine AI-powered automation

•       Experience with OpManager Nexus, Site24x7, or Log360 observability

•       Exposure to adjacent ESM platforms (ServiceNow, Boomi) for integration and migration contexts

•       Prior consulting or systems integration experience in a professional services firm

•       Experience delivering across multiple ASEAN markets

•       Domain experience in financial services, public sector, aviation, or telecommunications