Specialist, Incident Management

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia's most used apps for payments and everyday life.

Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler.

Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

What You'll Do:

1.Technical Support Leadership:

• Develop and enforce SLAs, KPIs, and support metrics to ensure high customer satisfaction and service quality.
• Collaborate with Product, Engineering, and Customer Success teams to resolve complex issues and drive customer value.
• Implement best-in-class support practices, including knowledge base development, ticket triage, and escalation management.

2.Incident Management:

• Own the end-to-end incident management process for major outages, system failures, and high-impact issues.
• Serve as the primary escalation point during major incidents, ensuring fast recovery and effective communication.
• Drive root cause analysis (RCA) and ensure follow-up actions and preventive measures are executed.
• Establish and improve incident response protocols and reporting mechanisms.

3.Strategy & Process Improvement:

• Define and execute the vision for a proactive, data-driven technical support function.
• Identify support trends and opportunities for product or process enhancements.
• Lead continuous improvement initiatives and build a culture of accountability and operational excellence.

4.Stakeholder Management:

• Report on support performance and incident trends to executive leadership.
• Act as a key liaison between customers, technical teams, and business stakeholders.
• Drive customer feedback loops and represent the voice of the customer internally.

Role Requirements:

• Bachelor's degree in Computer Science, Information Technology.
• 4+ years of experience in technical support or IT operations.
• Proven experience managing high-performing technical support and incident management teams.
• Strong understanding of incident response frameworks, and support technologies (Zendesk, ServiceNow, Jira, etc.).
• Excellent communication, analytical, and leadership skills.
• Ability to thrive in high-pressure situations with a calm, problem-solving mindset.

What You Get

Work your way

• Flexible working hours

Your wellbeing matters

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long-term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement
• Discounts and wellness perks

What it's like to work here

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.