Supervise and support the service desk team to ensure timely resolution of incidents and service requests, fostering a culture of accountability and speed. Handle Level 1.5 to Level 2 escalations with technical precision, ensuring SLA compliance without compromising user experience. End-to-End incident management, from detection to resolution. Lead teams and vendors during outages to troubleshoot and resolve issues. Serve as the primary communicator to stakeholders and users on status, downtime and updates. Conduct post-incident root cause analysis and implement corrective actions. Ensure all support activities are properly documented and logged in the system, maintaining data integrity for accurate reporting. Maintain and update technical documentation and the internal knowledge base, empowering the team to resolve issues faster and reduce recurring incidents. Make and implement recommendations for service improvements based on root cause analysis and team feedback. Prepare reports and analyse data to identify trends, forecast resource needs, and pinpoint areas for process improvement. Assist in staff management, including duty roster, recruitment, mentoring, training, target setting, and performance assessment. Collaborate with vendors and internal IT teams for seamless issue escalation and resolution, acting as the bridge between the desk and engineering. Coach, motivate, and develop team members to achieve operational excellence and individual career growth. Provide remote support for hardware, software, and network issues as a player-coach, guiding the team through complex troubleshooting. Perform any other ad-hoc tasks as required by Management.

Kuala Lumpur