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.

We are seeking a proactive Hybrid Support & Development Engineer to manage and enhance our Enterprise Architecture (EA) Application Portfolio. This role focuses on the internal application ecosystem, specifically ServiceNow Appport and App 360, hosted on Google Cloud Platform (GCP). You will combine application support, software development, and proactive problem-solving to ensure platform stability and continuously improve internal solutions. You will act as the functional and technical support lead for ServiceNow Appport and App 360 platforms. Your day-to-day responsibilities include troubleshooting application issues, analyzing root causes, and coordinating with technical specialists to drive resolutions. You will also manage Service Requests (SRs) and collaborate closely with internal teams such as Infrastructure and Security to ensure seamless operations.

You will be responsible for providing advanced technical support for critical enterprise applications within the KBank ecosystem, including MDP, EBAN, DIH, and ENHD. Your role involves monitoring system operations, analyzing complex incidents, and coordinating with development and infrastructure teams to ensure high availability and performance. You will also manage ServiceNow tickets, maintain technical documentation, and implement proactive measures to prevent recurring operational issues. This position requires a strong focus on root cause analysis and effective collaboration across cross-functional teams to resolve production incidents within defined service levels. You will handle operational activities for VPN services and other infrastructure-related systems while adhering to strict security standards and service management processes. The role emphasizes continuous improvement of support workflows and operational efficiency to maintain business continuity.

You will lead technology-driven transformations for Japanese financial institutions across Southeast Asia, focusing on process design, data management, and system implementation. Your role involves addressing complex management challenges through digital expertise, supporting executives like CIOs and CDOs, and driving end-to-end governance and optimization. You will collaborate with diverse internal teams to deliver holistic solutions, from strategic planning to execution, while managing mixed teams of local and Japanese staff. This position requires a strategic mindset to propose innovative solutions that create tangible value for clients. As a Manager, you will demonstrate leadership by mentoring high-performing teams, securing new business through proposal activities, and fostering a culture of collaboration and inclusion. You will be responsible for defining architecture concepts for legacy modernization and cloud journeys, as well as overseeing ServiceNow implementations to enhance employee experiences. Your ability to influence stakeholders and drive high-quality results will be essential in advancing the firm's mission of making a positive impact on client businesses.