User Support Lead (Global | English Required)

Team Management:

Provide coaching, training, and support to team members.
Lead and manage the Global User Support (GUS) team
Assign tasks, manage resource capacity, and monitor team performance to meet service level agreements (SLAs).

Incident and Request Management:

Ensure timely and effective resolution of issues in alignment with business needs.
Act as the second- level escalation point for unresolved or critical incidents.
Oversee the handling of incidents, service requests, and business queries reported by users.

System & UAT Support:

Validate system stability and usability before deployment to production environments.
Coordinate and participate in User Acceptance Testing (UAT) for new features, bug fixes, or system enhancements.

Release Coordination:

Communicate and coordinate with stakeholders to minimize production impact.
Collaborate with development, QA, and deployment teams to plan and monitor system releases.
Ensure all dependencies and testing are completed before release dates.

Data Analysis and Continuous Improvement:

Work with product and development teams to improve system reliability and user experience.
Analyze incident trends and system usage data to identify recurring issues.
Recommend and implement process improvements in the support workflow

Ability to work under pressure and manage competing priorities across locations and time zones.
Solid understanding of incident management, service request handling, and UAT processes.
Minimum 4 years of experience in IT support or application support roles, with at least 2 years in a leadership capacity.
Experience supporting users in a manufacturing or production environment is preferred.
Excellent problem- solving, communication, and coordination skills.
Fluent in English; knowledge of local languages (if applicable) is a plus.
Familiarity with ITSM tools (e.g., ServiceNow, Jira) and user support metrics.

Annual salary evaluation.
Sponsor and encourage staff to study courses by covering tuition fees, such as Udemy, Coursera.
Healthcare: Premium Health Insurance TECHVIFY Care
Work and grow in a dynamic, creative, and professional environment.
Opportunities for onsite work in Japan, Singapore, Australia, and many other countries.
Join a global team and work directly with many talents around the world.
13 months’ salary per year.
Salary: Negotiation

Cập nhật gần nhất lúc: 2026-01-22 08:40:03