全职 Project Manager 工作, 薪水 up to MYR 10,000, Truss Labs Digital Solutions Federal Territory 公司招聘中 - Ricebowl

Project Manager & L1 Support

Location: Malaysia (Kuala Lumpur)

Industry: Digital Solutions — Insurtech, Fintech, Enterprise & Web/Mobile Platforms

Employment Type: Full-time

Reporting To: Delivery Manager / Head of Operations (dotted line to Product/Engineering Lead)

Role Summary

We are seeking a hybrid Project Manager & L1 Support professional to oversee the delivery of a broad portfolio of digital solutions — including insurtech, fintech, enterprise applications, e-commerce, and web/mobile platforms — while serving as the first line of technical and functional support for our products, clients, and end users. This dual role combines structured project coordination with hands-on operational support, ensuring successful delivery across diverse projects and sustained client satisfaction post-deployment.

Key ResponsibilitiesProject Management (≈60%)

• Plan, execute, and close digital solution delivery projects across multiple domains (insurtech, fintech, enterprise systems, e-commerce, mobile apps, integrations) within scope, timeline, and budget.
• Develop and maintain project plans, schedules, RAID logs (Risks, Assumptions, Issues, Dependencies), and status reports.
• Coordinate cross-functional teams including development, QA, UX/UI, infrastructure, and third-party vendors.
• Act as the primary point of contact between clients, internal stakeholders, and external partners.
• Manage requirements traceability across BRD/FRD/SRS documentation and ensure delivered features align with agreed specifications.
• Facilitate sprint planning, stand-ups, and retrospectives (Agile/Scrum) or stage-gate reviews (Waterfall/hybrid) as appropriate.
• Track and report on milestones, deliverables, change requests, and acceptance criteria.
• Oversee UAT coordination, sign-off processes, and go-live readiness.
• Manage project documentation, including SOWs, meeting minutes, and handover materials.

L1 Support (≈40%)

• Serve as the first responder for incoming support tickets, user queries, and incident reports across all deployed digital platforms.
• Triage, categorize, and prioritize issues according to defined SLAs; escalate L2/L3 issues with complete diagnostic context.
• Perform initial troubleshooting (account/access issues, configuration, data discrepancies, basic API/integration checks).
• Log, track, and resolve tickets in the ticketing/ITSM system, maintaining accurate records.
• Monitor system health dashboards and alerts; report anomalies proactively.
• Maintain and update knowledge base articles, FAQs, and user guides.
• Communicate resolution status and timelines clearly to clients and end users.
• Support release deployments and post-deployment verification.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Business, or related field.
• 3–5 years of experience in project management and/or application support, preferably in software, fintech, insurtech, or digital services.
• Familiarity with SDLC methodologies (Agile/Scrum, Waterfall, hybrid).
• Experience with project management tools (Jira, MS Project, Asana, or similar) and ITSM/ticketing tools (Freshdesk, ServiceNow, Zendesk, or similar).
• Strong analytical and troubleshooting skills; basic understanding of APIs, databases (SQL), and web/mobile application architecture.
• Excellent written and verbal communication in English and Bahasa Malaysia (additional languages an advantage).
• Strong stakeholder management and client-facing skills.
• Ability to context-switch and manage support and delivery across multiple solution types simultaneously.

Preferred / Advantageous

• PMP, PRINCE2, CAPM, or Certified Scrum Master (CSM) certification.
• Experience with cloud platforms (AWS, Azure, GCP, or BytePlus) and SaaS delivery models.
• Domain exposure in insurance, financial services, or regulated industries (BNM guidelines, PDPA).
• Experience supporting multi-tenant, comparison/aggregator, or platform-based products.

Key Competencies

• Organized, detail-oriented, and able to manage multiple priorities under pressure.
• Customer-centric mindset with a calm, solution-focused approach to incidents.
• Self-starter comfortable in a fast-paced, evolving multi-product environment.
• Collaborative team player able to bridge technical and business stakeholders.

Pay: RM5,000.00 - RM10,000.00 per month

Work Location: In person