Support Manager

About the role

We are looking for a dynamic and empathetic Support Manager to join our Singapore team. In this hybrid role you will be the primary client contact, ensuring high satisfaction, rapid issue resolution, and consistent SLA achievement.

Key responsibilities

• Lead client relationships, conduct performance reviews and maintain SLA compliance.
• Manage end‑to‑end incident resolution, coordinate escalations and keep stakeholders informed.
• Provide on‑call leadership during critical incidents and ensure 24/7 system availability.
• Analyse support trends and customer feedback to drive process improvements.
• Coordinate with vendors and third‑party partners to resolve complex technical issues.
• Develop and maintain documentation and knowledge‑base resources.

Required profile

• Bachelor’s degree in Computer Science, Information Systems or equivalent experience.
• Proven experience managing client accounts and delivering service excellence.
• Strong communication, problem‑solving and leadership abilities.
• Ability to work under time‑sensitive conditions and maintain audit/compliance rigor.
• Willingness to work in a hybrid setup and rotate on‑call duties, including holidays.

Required skills

• Microsoft Office Suite (intermediate Excel for reporting and analysis).
• SQL for data queries and access validation.
• JIRA and Confluence for issue tracking and documentation.
• Knowledge of incident management and escalation procedures.

What we offer

• Hybrid and flexible working model to support work‑life balance.
• Inclusive, diverse culture that values equal opportunity and authentic self‑expression.