💼 About This Role

You'll lead the APAC Customer Support Services team at Megaport, a global NaaS provider. You'll own incident management, SLA performance, and team development while providing hands-on technical SME support. This hybrid role offers career growth in a dynamic, collaborative environment.

🎯 What You'll Do

• Manage day-to-day customer support operations and team performance.
• Provide hands-on technical SME assistance for complex escalations.
• Monitor SLA/KPI achievement and drive service improvements.
• Build and manage rosters for 24x7 follow-the-sun coverage.

📋 Requirements

• 2+ years of people leadership experience.
• Proficient knowledge of fundamental networking concepts.
• CCNA/JNCIA with work experience in network incident resolution.
• Experience with fiber optic networks.

✨ Nice to Have

• Experience with process improvement and documentation.
• Ability to work autonomously in a globally dispersed team.

🎁 Benefits & Perks

• 🏖️ Birthday Leave
• 📚 Generous study/training allowance + 5 paid study days
• ❤️ Health and wellness program
• 🏆 Legend and Kudos Awards
• 💻 Flexible working environments