Coevolve Response Center Manager

Malaysia

Who is Coevolve?

Coevolve is a leading global provider of managed telco-independent Software Defined WAN (SD-WAN), Secure Access Service Edge (SASE), and cloud and multi-cloud networking solutions to enterprises. Providing services in more than 80 countries, enterprises entrust Coevolve to provide secure and reliable connectivity to wherever they operate, deliver digital transformations quicker, and improve key business applications at dramatically reduced costs. 

Today, we are pushing the boundaries of traditional network management through AI and machine learning to deliver more value, actionable insights, and capabilities to enterprise network management with Coevolve Smart Services. With our Smart Services portfolio, we can proudly say that Coevolve represents the next generation of co-managed digital infrastructure specialists, ensuring we continue to be market-leading and at the forefront of Networking solutions across the globe.

Our people at Coevolve are smart, tenacious, passionate, and dedicated experts in the field. We achieve great things together for our clients. We solve core problems in the traditional carrier and systems integrator business models. Our company culture fosters lifelong learning, collaboration and inclusion. Our team is truly global with people in 5+ locations around the world. We love innovative ideas and the ability to get things done. We believe teamwork makes for the most rewarding work and creates an environment that values all roles and good ideas.

The role

Reporting directly to the Head of Technical Operations, the CRC Manager role is a management-level position working within the Coevolve Response Center (CRC). The role is responsible for leading a technical team consisting of Network Support Engineers, Senior Network Support Engineers, and Shift Leads.

The Coevolve Response Center (CRC) is home to a world-class, next-generation network services team, delivering exceptional support on a global scale. With a focus on seamless collaboration between clients and internal teams across the globe, the CRC ensures an outstanding client experience and drives operational excellence.

The CRC Manager plays a pivotal role in maintaining the highest standards of service delivery, particularly in Incident, Change, and Problem Management. With a strong foundation in ITIL best practices, this position is designed to proactively deliver superior support, setting a new benchmark in the industry, far surpassing the service levels typically offered by traditional telcos and IT integrators.

Responsibilities

Operations:

  • Oversee the day-to-day CRC activities, including 24×7 Incident and Change Management services, ensuring smooth operations and high-quality service delivery.
  • Oversee and ensure adherence to Service Level Agreements (SLAs) by monitoring performance, addressing non-compliance proactively, and driving improvements to maintain consistent service quality.
  • Own the Problem Management processes, including proactively identifying recurring issues, analyzing root causes, implementing permanent solutions, and driving continuous improvement initiatives to minimize service disruptions.
  • Own and manage client and vendor escalation processes to ensure timely issue resolution, clear communication with stakeholders (both written and verbal), and alignment with organizational policies and service expectations.
  • Manage the Post-Incident Report (PIR) process, including creating relevant documentation and working with technical teams to establish a timeline of events and recommendations.

Team Management

  • Manage the ongoing performance of the CRC team, including goal setting, conducting regular 1:1 meetings, annual performance reviews, and oversee performance improvement plans
  • Support the development and implementation of training programs for CRC team members to ensure they have the necessary skills for effective service delivery.
  • Develop, implement, and manage a 24×7 CRC shift schedule, ensuring adequate coverage, balancing team workloads, and maintaining operational efficiency while addressing any staffing challenges or gaps promptly.
  • Provide mentorship to team members, offering guidance and constructive feedback to foster professional growth.

Performance Monitoring and Reporting: Prepare and deliver regular team performance reports, highlighting key metrics, achievements, and areas for improvement while providing actionable insights to senior management and stakeholders.

Service Quality: Conduct ongoing service quality checks to ensure compliance with standards, identify areas for improvement, and implement corrective actions to maintain and enhance service excellence. 

Continual Service Improvement: Drive continual service improvement by analyzing operational processes, identifying areas for enhancement, and implementing initiatives to optimize performance and ensure exceptional client satisfaction.

Collaboration and Communication:

  • Collaborate closely with the Head of Technical Operations to align team objectives with broader organizational goals, provide regular updates on team performance, and contribute to strategic decision-making for continuous service improvement.
  • Foster and maintain strong collaboration with cross-functional teams within Coevolve, including Technical Consultants, the CRC, and other departments, to ensure seamless service delivery, resolve complex issues, and support the achievement of organizational objectives.
  • Attend meetings regularly with clients and vendors. The role may require occasional travel.

Must have

  • At least 5 years of experience in a technical support role, with at least 2 years in an operations management position, focusing on people and process management ideally within a Managed Service Provider (MSP) environment.
  • Proven experience in managing teams, with a strong focus on people management, including goal setting, conducting performance reviews, developing team members, and driving continuous professional growth.
  • Strong collaboration and communication skills, working closely with cross-functional teams and senior leadership to ensure seamless service delivery and alignment with organizational objectives.
  • Experience overseeing Incident, Change, and Problem Management processes, with a strong understanding of ITIL best practices, ensuring effective service delivery through process optimization and team performance management.
  • Demonstrated expertise in Service Level Agreement (SLA) management, ensuring adherence and driving improvements through effective process management and team accountability.
  • Strong experience managing client and vendor escalation processes, ensuring timely issue resolution, fostering clear communication, and aligning with organizational goals.
  • Experience developing and managing 24×7 shift schedules, optimizing team coverage, balancing workloads, and maintaining operational efficiency through effective resource management.
  • Proven track record of implementing continuous service improvement initiatives, focusing on enhancing team performance and operational processes to drive client satisfaction.
  • Excellent people management skills, with the ability to lead, motivate, and support a diverse team, fostering a positive work environment and high employee engagement.
  • Experience in preparing and delivering regular performance reports, providing actionable insights to senior management and stakeholders, with a focus on team outcomes and process efficiency.
  • Strong decision-making skills, with the ability to make timely, well-informed decisions that prioritize team performance, operational needs, and client satisfaction.

Qualifications

  • Bachelor’s degree in computer science, information technology, or a related field.
  • Industry certifications such as ITIL, Lean Six Sigma, or similar operational/process management certifications are highly desirable.
  • Experience with performance management tools and operational reporting systems.

Reporting line

This position reports to the Head of Technical Operations in Malaysia

Apply here