Head, Enterprise Operations

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Full-Time

Helping our customers and merchants have amazing experiences is the heart of everything we do.

Are you the kind of person who can step into the shoes of an unhappy customer to calm them down? Are you a pro at multitasking? Do you enjoy working on complex technical issues with a cross-functional team? Then you should read on.

Setel is Malaysia’s first petrol e-payment solution. We are obsessed on delivering a seamless and frictionless retail purchasing experience for our customers. We strongly believe that we can only deliver these amazing experiences for our customers and merchants when we drive a work culture which inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you’re ready to be part of Setel.

The Enterprise Operations team owns all system reliability improvement efforts for the multiple software solutions served by Setel to our customers especially enterprise clients. As a Level 2 technical support team, you will be the go-to person in the event of any moderate & high severity technical issues for customers and downtime in production, where you are expected to work with internal teams and technical partners to bring the system up in the shortest time possible. At the same time, you will also be owning the planning and execution of improvement cycles and scale-up efforts, in order to drive a “zero” downtime strategy for Setel. The Enterprise Operations team also plays the role of project management in scoping and executing projects with our enterprise clients, especially for continuous improvement and system recovery efforts.

The Enterprise Operations Head will play a critical role in leading technical analysis and troubleshooting for Setel’s production systems. The job involves handling and resolving technical queries and issues in the areas of product functionality as well swift-action technical support without compromising on internal compliance and security. The position is also responsible for building a 24/7/365-operating team which are proactive in their approach as well as pursue excellence in their daily work in order to provide the best customer experience for Setel’s customers.

In This Role You Will:

Work with internal as well as external technical partners to drive a comprehensive maintenance and 100% uptime strategy for Setel
Analysing logs to spot common trends and underlying problems
Working with engineers to understand new releases and know the system flows.
Improving system performance by identifying problems; understanding root-cause and recommending short-term workarounds and long term solutions
Keeping track of open items and corresponding action items in order to ensure that long-terms fixes are deployed in a timely manner
Logging and keeping records of customer/employee queries in Zendesk/JIRA.
Updating self-help documents so customers/employees can try to fix problems themselves
Supporting UAT for new app releases
Develop a deep knowledge of Setel’s app features and systems.
Solve user problems, ranging in complexity from basic to technically complex, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues.
Partner with cross-functional teams on complex customer issues and ensure root cause is resolved.
Escalate and facilitate top priority, production-critical issues to the appropriate teams for resolution.
Maintain ownership of issues until resolution, drive internal teams in support of solution needs and customer timelines around cases.
Resolve incidents providing ongoing communication to customers during issue resolution process as per SLA’s.
Create and publish internal and customer-facing knowledge base documentation to enhance customer engagement with Setel’s self-service options.
Serve as a customer advocate within Setel organisation.
Provide, both internally and externally, customer reporting on technical complaint trends and vendors’ contract compliance.
Identify, document and maintain required technical customer specific documentation to effectively support customer solutions.
Develop and maintain detailed meeting notes and action plans for vendors/technical partners, including internal and external executive level summary reports.
Participates in quarterly customer reviews.

You’re a great fit if you have:

Post-secondary education in the Engineering / Sciences or a Postgraduate degree in Computer Sciences; or an equivalent combination of training and experience
Technical and practical expertise in Windows 2000 Server, IIS, ASP, .Net, SQL Server or Oracle.
Experience in logging and keeping record of customer/employee queries in CRM/ticketing systems.
Understand application flow and technical terminology to communicate with engineers.
Self-explanatory to play around with the application and understand each and every single step.
Excellent written and verbal communication skills.
Excellent organisational skills.
Strong customer service focus.
Must be adaptable and have a strong disposition to learn in a fast-paced environment.
Ability to work as required and within also within different time zones