Service Controller, APAC
Core
Operational gatekeeper of Global Support managing escalations, Critical Situations, and Major Incidents across APAC.
Role type
Senior Service Controller (Incident & Escalation Management)
Builds
Stable global support operations and service delivery for enterprise customers
Domain
IT Service Management / Enterprise Software Support
Deliverable
client delivery
Required skills
Escalation management, Major Incident Management, Stakeholder coordination, Data-driven prioritization, Cross-functional leadership, Process improvement, Customer feedback analysis, Follow-the-sun coordination, Conflict resolution
Preferred skills
ITIL framework, Process modelling, ISO compliance (9001, 27001, 22301), Zendesk, Jira
Technologies
Zendesk, Jira
Responsibilities
Manage customer escalations end-to-end, Act as Major Incident Manager, Support CritSits for Premium Support customers, Monitor global support workload, Bridge between customers and delivery teams, Handle customer feedback, Coordinate follow-the-sun coverage with EMEA and AMER, Drive continuous improvement of service delivery
Seniority
Senior, hands-on IC
