Location: Various States in Malaysia (Kindly state your preferred location)
Employment Type: Contract (3 years, renewable based on performance and project requirements)
Project Type: Government Project
About the Role
We are hiring a Senior Technical Support Engineer / Technical Team Lead to oversee and coordinate technical support operations for a nationwide government project.
This role ensures smooth service delivery by leading support teams, managing escalations, monitoring incident trends, and maintaining SLA compliance across all technical operations.
Key Responsibilities
- Lead and supervise technical support personnel across assigned operations
- Coordinate daily service delivery, incident handling, and maintenance activities
- Manage escalations and allocate technical resources effectively
- Monitor incident trends and conduct root cause analysis
- Ensure all services meet SLA requirements and operational standards
- Support Project Manager in preparing operational reports and updates
- Conduct technical reviews and quality assurance checks
- Ensure continuous improvement in support processes and service delivery
Requirements
- Diploma or Degree in IT, Computer Science, Engineering, or related field
- Minimum 5 years of experience in technical support, IT operations, or engineering roles
- Proven experience in technical team leadership or supervision
- Strong understanding of incident and problem management processes
- Experience in service delivery and SLA-based environments
- Good communication, coordination, and stakeholder management skills
- Strong analytical and troubleshooting abilities
