Agoda seeks a Global Technical Support Engineer Manager to lead Level 1 IT support operations. The role involves driving service excellence and ensuring a high-quality, customer-centric support experience. The manager will oversee daily service operations, including reporting on ticket volumes and response times, and ensure incident and request processes are followed effectively. Responsibilities include working with Infrastructure, Security, and Engineering teams to support issue resolution and providing IT input into upcoming projects. The ideal candidate will have a strong track record in managing frontline IT support teams and balancing operational performance with people leadership.

This role involves monitoring CCTV systems and security alerts across multiple hubs and warehouses to detect security, safety, and operational irregularities. You will be responsible for identifying and escalating suspicious activities, incidents, and system abnormalities to relevant stakeholders while maintaining 24/7 surveillance coverage. The position requires retrieving video footage for investigations and incident reviews, as well as logging incidents and preparing basic reports. Additionally, you will coordinate with technical teams to resolve maintenance issues and support the daily health checks of the surveillance system. You will assist in routine reporting and administrative support for command center operations, ensuring all monitoring tasks are completed accurately. The role demands strong analytical skills to review CCTV footage and operational logs effectively. Candidates must demonstrate good communication skills to coordinate with internal teams and basic proficiency in Google Workspace for documentation and report writing.

This role involves managing critical migration projects between cloud platforms, specifically overseeing the transfer of users, data, and applications from O365 to Google Workspace and vice versa. You will be responsible for designing and executing detailed migration plans that align with strict business and technical requirements. The position requires close collaboration with cross-functional teams and stakeholders to ensure successful project delivery while maintaining clear communication regarding timelines and potential risks. You will implement comprehensive test plans and quality assurance solutions to validate migration outcomes before deployment. The role demands strong organizational skills to track project progress, identify risks, and propose effective workarounds. Working within a fast-paced IT Operations environment, you will coordinate efforts across different time zones and departments to drive continuous improvement in the company's digital infrastructure.

This role reimagines the traditional Service Desk by integrating essential IT support with modern AI and automation. As the primary point of contact for employees, you will manage incoming requests through a Self-Service Portal and Slack, ensuring high Customer Satisfaction scores. You will also play a key role in refining AI systems to reduce manual workload and eliminate repetitive issues through automated bots. Your responsibilities extend beyond ticket resolution to include full lifecycle management of IT assets, from procurement and deployment to secure disposal. You will drive innovation by eliminating manual processes and managing high-quality self-service bots. Additionally, you will support company events and ensure seamless onboarding and offboarding experiences for all staff members.

This role reimagines traditional IT operations by positioning you as the team's core builder and creator of efficiency tools. You will leverage deep technical expertise and scripting mastery to transform everyday operational challenges into practical, high-impact automated systems. By designing and enhancing modern device management while developing automation across our entire SaaS and enterprise software ecosystem, you will solve complex system integration challenges and drive internal innovation at scale. You will lead the administration of Unified Endpoint Management (UEM/MDM) platforms to ensure all laptops and mobile devices are strictly hardened against threats. Your responsibilities include continuously building, updating, and monitoring device configurations while defining and enforcing robust security baselines to achieve 100% compliance. You will also configure automated security workflows to instantly detect and isolate non-compliant endpoints while maintaining comprehensive documentation of security baselines and incident response procedures.

This role reimagines traditional IT operations by positioning you as the team's core builder and creator of efficiency tools. You will leverage deep technical expertise, scripting mastery, and modern AI/GenAI applications to design and enhance Modern Device Management while developing automation across our entire SaaS and Enterprise Software ecosystem. By joining our team, you will step into a role where you can solve complex system integration challenges, drive internal innovation, and elevate both security and operational efficiency at scale. You will lead the administration of Unified Endpoint Management (UEM/MDM) platforms to ensure all laptops and mobile devices are strictly hardened against threats. You will continuously build, update, monitor, and troubleshoot device configurations while defining and enforcing robust security baselines to achieve 100% compliance. Additionally, you will design and maintain automation scripts and internal bots to eliminate manual IT and cross-team workflows, ensuring seamless integration of core work platforms with internal tools for real-time data sync.