Technical Support Team Lead (Onsite) | Kuala Lumpur, MY

About NCR VOYIX NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant, and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants, and digital banking experiences with cloud-based, platform-led SaaS and services capabilities. Our customers are at the center of everything we do. Our mission is to enable stores, restaurants, and financial institutions to exceed their goals - from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today's competitive landscape. Job Responsibilities

1. Lead, manage, and supervise the Technical Support team in delivering 2nd Level support services within SLAs.
2. Oversee software support and operational services for NCR's largest Retail customers across the South East Asia region.
3. Manage Support teams to deliver a professional, customer-focused, and high-performing support service in line with agreed service scope and levels.
4. Act as the single point of contact for support services accountability.
5. Manage the support services provided to customers in a professional manner to create positive customer satisfaction.
6. Achieve or exceed the financial goals established for the services and the goals in the contract or Statement of Work (SOW).
7. Work with customer representatives to ensure required services are achieved while supporting the customer's business needs.
8. Create and implement a governance framework, including periodic meetings with customers to provide insights and recommendations for improvement.
9. Create and implement weekly/monthly management information reports to customer management regarding service levels and support activities.
10. Promote processes, management, and delivery aligned to ITIL methodology, including Incident Management, Problem Management, and Change Management.
11. Manage critical Incidents (Severity 1), including customer communication and escalations.
12. Ensure Support teams utilize appropriate knowledge management tools and practices for effective service delivery.
13. Manage and collaborate with third-party suppliers to ensure their performance meets expectations and service levels.
14. Be available after hours for escalation purposes (including late nights, weekends, and public holidays).
15. Identify risks and issues, initiate mitigating strategies, and take corrective action as appropriate.
16. Provide recommendations to senior Region and BU management on technical areas of expertise.

Qualifications & Requirements

1. Bachelor's Degree in a related discipline.
2. 5+ years of related experience.
3. ITIL Certification.
4. Excellent leadership skills with the ability to drive, manage, motivate, and develop high-performing teams.
5. Excellent communication (verbal and written) and interpersonal skills suitable for a diverse audience.
6. Experience in a managed services or outsourcing environment.
7. Excellent commercial skills with knowledge and experience in procurement, finance (budgets, costs, P&L), and legal agreements/contracts.

Offers of employment are conditional upon passage of screening criteria applicable to the job. EEO Statement NCR Voyix's commitment to diversity and equal employment opportunity is integrated into our shared values. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly and encouraged to reach their full potential. Statement to Third Party Agencies NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes.

#J-18808-Ljbffr