GENO Hiring! Full Time Software Specialist Team Lead in Federal Territory, Earn up to MYR 6,000 - Ricebowl

Position : Software Specialist Team Lead

Salary : RM 4,500 - RM 6,000

Location : Desa Aman Puri, Kepong

Working Days : 8.30am – 5.30pm / Mon – Fri

Job Summary

This role is responsible for leading a team of software specialists to deliver high-quality technical support, solution implementation, and system maintenance for customers or internal stakeholders. This role bridges technical expertise and leadership, ensuring the team meets business objectives, service-level agreements (SLAs), and customer satisfaction targets.

Job Responsibilities

• Provide advanced technical guidance on software solutions, integrations, and troubleshooting.
• Act as the escalation point for complex technical issues.
• Ensure timely resolution of customer or internal technical requests.
• Review and approve technical documentation, configurations, and procedures.
• Lead, coach, and mentor a team of software specialists to achieve performance goals.
• Plan and prioritize team workload to meet deadlines and service commitments.
• Conduct regular team meetings, performance reviews, and skills assessments.
• Lead, motivate, and develop team members to achieve performance targets and promote continuous learning and professional growth.
• Oversee incidents, problems, and change management processes for all supported applications in accordance with IT policies and SLAs.
• Collaborate with Sales, IT Support, and Development teams to enhance customer experience, address recurring issues, and implement effective solutions.
• Develop and maintain application support procedures, documentation, and knowledge bases (including user guides and FAQs).
• Monitor application performance metrics, analyze trends, and prepare regular management and performance reports.
• Manage team schedules, including on-call rosters, to ensure consistent support coverage.
• Provide regular updates on project progress, system performance, and key issues to management and stakeholders.
• Assist in prioritizing and resolving technical issues to ensure operational continuity and service excellence.

Job Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum 5 years of experience in application support or IT operations, with at least 2 years in a supervisory or leadership role.
• Strong understanding of IT service management (ITSM) practices, including incident, problems, and change management.
• Strong leadership, communication, and problem-solving abilities.
• Deep technical knowledge in relevant software domains (e.g., POS, WMS, systems integration, databases, etc.).
• Ability to balance technical depth with customer-focused thinking.
• Experience with customer-facing systems, ticketing tools, and performance monitoring platforms.
• Ability to manage multiple priorities in a fast-paced environment and coordinate across departments.

Job Types: Full-time, Contract

Pay: RM4,500.00 - RM6,000.00 per month

Benefits:

• Dental insurance
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• IT Service Management: 3 years (Preferred)
• Leadership: 2 years (Preferred)

Work Location: In person