Production Support Lead

About the role

RiDiK, a subsidiary of CLPS (Nasdaq: CLPS), is seeking an experienced Production Support Lead to join our dynamic IT support team. This is a contract position based in Kuala Lumpur. In this pivotal role, you will oversee the day-to-day production support operations, ensuring optimal system performance and rapid incident resolution. You will lead a team of support professionals, manage escalations, and serve as the primary point of contact for critical production issues. This position is essential to maintaining our service levels and supporting the continued success of our organisation.

Key responsibilities

• Lead and manage the production support team, providing guidance, training, and performance feedback to ensure high-quality service delivery
• Monitor system performance and proactively identify potential issues before they impact business operations
• Respond to and manage critical production incidents, coordinating with technical teams to ensure swift resolution
• Establish and maintain incident prioritisation procedures, escalation paths, and service level agreements (SLAs)
• Conduct root cause analysis on recurring issues and implement preventative measures
• Prepare and present detailed reports on production support metrics, system performance, and team productivity to senior management
• Collaborate with development, infrastructure, and operations teams to resolve technical issues and optimise system reliability
• Document procedures, create knowledge base articles, and maintain comprehensive support documentation
• Participate in on-call rotation for after-hours production support when required
• Continuously improve support processes and implement best practices to enhance operational efficiency

What we're looking for

• 5+ years of experience in IT production support, with at least 2 years in a supervisory or lead capacity
• Proven expertise in managing and resolving complex technical incidents across multiple systems and applications
• Strong knowledge of enterprise systems, databases, and infrastructure components
• Demonstrated ability to lead and motivate a technical team, with excellent people management skills
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders
• Strong analytical and problem-solving abilities, with a methodical approach to troubleshooting
• Experience with incident management tools and ticketing systems (such as ServiceNow, Jira, or similar platforms)
• Knowledge of IT service management frameworks (ITIL) is advantageous
• Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment
• Certification in relevant IT support or management disciplines (preferred)
• Experience in financial services, technology, or similar regulated industries is a plus

What we offer

RiDiK offers competitive remuneration packages and a collaborative work environment where you can make a meaningful impact. As a contract position, we provide flexibility and the opportunity to work on diverse technical challenges. You will have access to professional development opportunities, industry-standard tools and technologies, and the chance to work alongside experienced IT professionals. We are committed to fostering a culture of continuous learning and innovation, supporting your career growth within the organisation and the broader CLPS group.

About us

RiDiK is a subsidiary of CLPS Incorporation (Nasdaq: CLPS), a leading global technology and business services company. We specialise in providing innovative IT solutions, business process services, and technology-enabled services to clients worldwide. Our mission is to deliver exceptional value through cutting-edge technology, expert talent, and customer-centric solutions. As part of the CLPS group, we maintain a commitment to excellence, integrity, and continuous innovation. We foster a diverse, inclusive workplace where talent is valued and professional growth is encouraged.

Apply now

If you are an experienced production support professional ready to lead a team and drive operational excellence, we would like to hear from you. Please submit your CV, a cover letter highlighting your relevant experience, and any supporting documentation to apply for this exciting opportunity with RiDiK.