System Support Manager

Full Time, onsite
Eurasian Consultancy
Kuala Lumpur, Malaysia

RM 5,000 - RM 12,000 / Per Mon

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Position : System Support Manager

Salary : RM 5,500 - RM 12,000

Location : Desa Aman Puri, Kepong

Working Hours : 8.30am – 5.30pm (Monday – Friday)

The System Support Manager will be responsible for overseeing the day-to-day operations of the IT support team, ensuring the smooth and efficient functioning of all system-related activities. This role will involve managing technical support services, troubleshooting issues, maintaining systems, and implementing solutions to enhance system performance and user satisfaction.

Responsibility:

TEAM MANAGEMENT

Lead, mentor and manage the system support team, ensuring the team provides timely and high-quality support to internal and external stakeholders.
Develop and implement performance metrics for the team, ensuring productivity and service quality standards are met.
Conduct regular performance evaluations and identify areas for professional development.

SYSTEM SUPPORT

Lead and accountable in providing the teams’ support by ensuring they are competent, receiving the appropriate training, and mentoring.
Ensuring the individual team service KPI’s aligned with ISO9001:2015 guidelines, manage regular follow up and ensure the service level to the highest standards to satisfy customers.
Collaborate with Sales and Research & Developments (R&D) to improve overall customer experiences and to ensure a good service level to customers.
Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communication until customer has confirmed issue resolution.
Hands-on with the process and business and technical understanding of the process.
Develop, implement and continuously improve process and approach across all areas of work and support team.
Heading the Application and IT Support Team.

INTERNAL IT

Lead IT staff and provide advisory and support to the team.
Oversees and involve on the overall department functionality in IT infrastructure.
Collaborate and propose system solution to enhance business processes. (Email, Cybersecurity, Endpoint, Cloud Computing).
Implement necessary information security, standard and guidelines.
To develop, maintain and enhance system for the organization to streamlining processes.
Perform other related duties as assigned.

PRE-SALES SUPPORT / CONSULTANT

Provide technical pre-sales assistance/consultancy to the sales team / BD team.
Coordinating and managing technical validation for Proof of Concept (POC).
Present technical information to audiences of different levels.
Assist sales team for formulating technical aspects to requests for information and proposals.
Assist sales / BD to identify customer requirements, features, and functionalities.
Communicate solutions architecture to customers, third parties and project teams.

BUDGET & ASSET MANAGEMENT

Manage the budget for system support, including purchasing, upgrading, and maintaining IT equipment and software.
Ensure that all systems and assets are accurately inventoried and tracked.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field.
10 years related work experiences and experiences in leading technical teams, mentoring and developing staff skills.
Have knowledge in programming language especially in SQL with logical thinking and knowledge in Point-of-Sales (POS) is an added advantage.
Strong managerial and decision-making skills with great interpersonal skills.
Have project management experiences and proven ability to complete projects with project management methodologies and tools.

Job Types: Full-time, Permanent

Pay: RM5,000.00 - RM12,000.00 per month

Benefits: