Senior Technical Support Engineer (Remote)

We are seeking a Service Delivery Manager to lead and oversee a system and solution maintenance project. 

Key Responsibilities

• Manage and oversee the system and solution maintenance project, ensuring timely and high-quality service delivery.

• Provide technical solutioning support within Java Spring Boot environments.

• Ensure 24/7 maintenance operations are properly managed (no need for personal 24/7 standby).

• Evaluate, prioritize, and manage L2 and L3 support tickets, ensuring proper resolution or escalation.

• Monitor and enforce SLA adherence, compliance standards, and deliverables.

• Act as a liaison between support teams, enhancement teams, and business stakeholders for escalations and resolutions.

• Maintain clear documentation, reporting, and governance for all service delivery activities.

• Support agile delivery practices; Scrum Master experience is an advantage.

• Drive continuous improvement initiatives in service delivery, ensuring operational efficiency and customer satisfaction.

Required Skills & Qualifications

• Bachelors degree in IT, Computer Science, or related field.

• 5+ years experience in service delivery, system maintenance, or IT operations.

• Strong knowledge and hands-on understanding of Java Spring Boot stack.

• Proven ability to support L2 and L3 operations and manage ticket lifecycle.

• Strong understanding of SLA management, compliance, and service governance.

• Excellent communication and interpersonal skills; bilingual in Mandarin and English is required.

• Strong problem-solving and escalation management skills.

• Experience in project-based system/solution maintenance delivery.

• Scrum Master certification or agile delivery knowledge is a plus.