Technical Support Lead (UI & Web application)

📍 Job Overview

Job Title: Technical Support Lead (UI & Web application) Company: NTT DATA Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Job Type: FULL_TIME Category: Technical Support / Operations Date Posted: 2026-02-05 Experience Level: 10+ Years Remote Status: On-site

🚀 Role Summary

• Lead and manage Business As Usual (BAU) activities for critical UI and web applications, including Disaster Recovery (DR) and Business Continuity Planning (BCP) exercises, system, and security patching.
• Oversee and coordinate System Integration Testing (SIT) and User Acceptance Testing (UAT), ensuring efficient defect management and resolution.
• Collaborate closely with Project Managers, Business Analysts, Infrastructure teams, vendors, and internal stakeholders to ensure successful project release delivery from initiation to completion.
• Drive the preparation and presentation of new implementation models and emerging technology strategies to the Enterprise Architecture (EA) review board.
• Ensure rigorous adherence to documentation standards, knowledge base updates, and process compliance using JIRA and Confluence.

📝 Enhancement Note: While the job title is "Technical Support Lead," the responsibilities clearly indicate a role bridging technical support with project delivery, system operations, and architectural review. This role requires a blend of deep technical expertise in application support and a strategic understanding of project lifecycles and architectural governance. It's less about traditional Tier 1/2 support and more about leading operational excellence for complex web and mobile applications.

📈 Primary Responsibilities

• BAU Operations Management: Execute and manage daily operational activities, including DR/BCP exercises, system updates, and security patch deployments to ensure application stability and compliance.
• Testing Coordination & Defect Management: Act as a key liaison between development, QA, and business users during SIT and UAT phases, meticulously tracking and facilitating the resolution of identified defects to maintain application quality.
• Project Delivery Oversight: Partner with project management and cross-functional teams to manage the end-to-end delivery of project releases, ensuring alignment with business objectives and technical specifications.
• Architectural Review & Innovation: Prepare and present proposals for new implementation models and advanced technology solutions to the Enterprise Architecture (EA) board, contributing to the company's technology roadmap.
• Knowledge Management & Process Adherence: Maintain comprehensive documentation, update knowledge bases, and enforce process adherence through the effective use of JIRA and Confluence, fostering a culture of operational efficiency and knowledge sharing.
• Production Issue Resolution: Lead troubleshooting efforts for complex production issues related to web and mobile applications, ensuring swift and effective resolution to minimize business impact.
• Technical Guidance: Provide technical guidance and mentorship to junior support staff and cross-functional teams on application architecture, development best practices, and troubleshooting methodologies.

📝 Enhancement Note: The responsibilities highlight a lead role that requires not just technical execution but also coordination, strategic input, and process governance. Emphasis on EA review board presentations indicates a higher-level strategic contribution beyond typical support functions.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a similar technical domain. Related professional or technical qualifications will be advantageous, though not mandatory. Experience: Minimum of 8-10 years of experience in supporting mobile, web portal applications, and data systems.

Required Skills:

• Application Support Expertise: Proven experience in supporting complex mobile (iOS, Android) and web portal applications, including hands-on troubleshooting of production issues.
• Development & Architecture Understanding: Strong background in mobile and web portal development and architecture.
• Coding Proficiency: Solid coding background in languages such as Java, C#, JavaScript/TypeScript, React, ReactNative, Angular, Flutter, or Swift.
• Cloud & API Knowledge: Deep understanding of major cloud platforms (AWS, Azure, or GCP) and API design principles (REST, GraphQL, SOAP).
• DevOps & CI/CD: Familiarity with microservices, containerization (Docker, Kubernetes), and modern DevOps practices, including CI/CD pipelines.
• Security Protocols: Strong understanding of security protocols like OAuth2, JWT, SAML, and SSL/TLS.
• Scripting & ETL: Hands-on experience in developing SQL queries, UNIX scripts, and ETL jobs using tools like Talend or Datastage for complex data transformations.
• Testing Coordination: Experience in coordinating and managing System Integration Testing (SIT) and User Acceptance Testing (UAT), including defect tracking.
• Documentation & Knowledge Management: Proficiency in using JIRA and Confluence for documentation, knowledge base management, and process adherence.

Preferred Skills:

• Experience with batch monitoring and execution frameworks.
• Hands-on development experience with encryption software.
• Familiarity with Enterprise Architecture (EA) review processes and requirements.
• Experience in preparing and presenting technical proposals to review boards.
• A related professional or technical certification.

📝 Enhancement Note: The requirements blend deep technical development skills with operational support and project coordination. The explicit mention of coding languages, cloud platforms, API design, and DevOps tools points towards a highly technical lead role that requires hands-on capability and architectural awareness, not just managerial oversight. The 8-10 years of experience, coupled with the breadth of technologies, positions this as a senior individual contributor or a lead technical expert.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Technical Troubleshooting Case Studies: Showcase detailed examples of complex production issues resolved for web and mobile applications, highlighting the troubleshooting methodology, root cause analysis, and implemented solutions.
• Project Delivery Contributions: Demonstrate involvement in project releases, detailing your role in coordination, testing phases (SIT/UAT), and successful delivery, ideally with specific project outcomes.
• Process Improvement Examples: Provide instances where you identified and implemented process improvements within BAU activities, testing cycles, or documentation workflows, quantifying the efficiency gains or risk reduction.
• System Implementation Models: Include examples of new implementation models or technology solutions you've proposed or helped implement, especially if presented to architectural review boards.

Process Documentation:

• Workflow Design & Optimization: Illustrate your ability to document existing workflows and propose optimized versions, particularly for testing, defect management, and operational support processes.
• JIRA & Confluence Mastery: Demonstrate proficiency in leveraging JIRA for issue tracking, workflow management, and Confluence for creating and maintaining comprehensive knowledge bases and technical documentation.
• Performance Measurement: Showcase how you've tracked and reported on key operational metrics, such as uptime, defect resolution times, and testing cycle efficiency, to drive continuous improvement.

📝 Enhancement Note: For a role of this technical depth and leadership potential, a portfolio demonstrating practical application of skills is crucial. Candidates should be prepared to walk through specific examples of problem-solving, process improvement, and technical contributions, highlighting their ability to manage complex systems and contribute to architectural decisions.

💵 Compensation & Benefits

Salary Range: Given the location (Kuala Lumpur, Malaysia), the extensive experience required (10+ years), and the specialized technical skills (full-stack development, cloud, DevOps, API design), the estimated salary range for a Technical Support Lead with this profile would typically fall between MYR 10,000 to MYR 18,000 per month. This range accounts for the seniority, technical breadth, and leadership responsibilities.

Benefits:

• Comprehensive Health Insurance: Coverage for medical, dental, and vision.
• Retirement Savings Plan: Contributions to a provident fund or similar retirement scheme.
• Paid Time Off: Generous annual leave, sick leave, and public holidays.
• Professional Development: Opportunities for training, certifications, and attendance at industry conferences.
• Performance Bonuses: Potential for bonuses based on individual and company performance.
• Employee Assistance Program (EAP): Support services for personal and professional well-being.
• On-site Facilities: Access to modern office amenities and potentially subsidized meals or transport.

Working Hours: Standard working hours are typically 40 hours per week, Monday to Friday. However, given the nature of technical support and project delivery, there may be requirements for occasional after-hours work, on-call duties, or weekend support during critical project phases or high-priority incident resolution. Flexibility and willingness to adapt to business needs are expected.

📝 Enhancement Note: The salary estimate is based on market research for senior technical roles in Kuala Lumpur, Malaysia, considering the average compensation for positions requiring 10+ years of experience and a broad technical skill set. Benefits are standard for large IT consulting firms like NTT DATA.

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Technology Services and Consulting. NTT DATA is a global leader in IT services, offering a wide range of solutions from digital transformation to system integration and managed services across various industries. Company Size: Large Enterprise (over 10,000 employees globally). This implies a structured corporate environment with established processes, a global reach, and diverse career opportunities. Founded: 1967 (as Nippon Telegraph and Telephone Public Corporation Data Communications Bureau, evolving into NTT DATA). This long history signifies stability, extensive experience, and a deep understanding of the IT landscape.

Team Structure:

• Operations & Support Focus: The role likely sits within a larger IT Operations or Application Management Services (AMS) division, focusing on maintaining and enhancing client-facing applications.
• Cross-Functional Collaboration: Expect close collaboration with Project Managers, Business Analysts, Infrastructure teams, Security teams, other application support specialists, and potentially client-side technical teams.
• Reporting Hierarchy: The Technical Support Lead will likely report to an IT Operations Manager, Application Support Manager, or a Program Manager overseeing multiple client projects. They may also have direct reports or lead a team of technical specialists.

Methodology:

• Agile & Waterfall Integration: NTT DATA often employs a hybrid approach, leveraging Agile methodologies for development sprints and Waterfall for broader project management and release cycles.
• ITIL Framework: Adherence to ITIL (Information Technology Infrastructure Library) principles for service management, incident management, problem management, and change management is highly probable.
• Data-Driven Decision Making: Emphasis on using data from JIRA, Confluence, monitoring tools, and performance metrics to inform decisions, identify trends, and drive process improvements.

Company Website: https://nttdata.com/

📝 Enhancement Note: As a global IT services giant, NTT DATA likely operates with robust, standardized processes influenced by industry best practices like ITIL. The culture often balances client delivery pressures with internal development and innovation. The role's focus on EA review suggests an environment where technical strategy and forward-thinking are valued at senior levels.

📈 Career & Growth Analysis

Operations Career Level: Senior Individual Contributor / Technical Lead. This role represents a significant step beyond a standard technical support engineer. It involves leading operational activities, coordinating complex testing, contributing to architectural decisions, and potentially managing junior team members. It sits at the intersection of deep technical expertise and operational management. Reporting Structure: Typically reports to an IT Operations Manager, Head of Application Support, or a Senior Program Manager. May have direct reports or lead project teams on a dotted-line basis. Collaboration is key with Project Managers, Business Analysts, and client technical teams. Operations Impact: This role has a direct impact on client satisfaction and business continuity by ensuring the stability, performance, and security of critical UI and web applications. Contributions to architectural reviews and new technology implementation can shape the future technical direction of client solutions and NTT DATA's service offerings.

Growth Opportunities:

• Technical Specialization: Deepen expertise in specific technologies like cloud platforms (AWS, Azure, GCP), microservices, containerization, or specific programming languages.
• Leadership Development: Transition into a formal management role (e.g., IT Operations Manager, Team Lead) with direct reports and broader team responsibilities.
• Solution Architecture: Move towards a Solution Architect role, focusing more on designing comprehensive technical solutions for clients.
• Program Management: Develop skills in managing larger, more complex IT projects or programs.
• Client-Facing Roles: Enhance client relationship management skills for roles involving direct client interaction and strategic advisory.

📝 Enhancement Note: The blend of technical leadership, operational responsibility, and strategic input offers a strong foundation for career advancement within NTT DATA's extensive service delivery framework. The role is well-positioned for individuals looking to grow into management or specialized architectural positions.

🌐 Work Environment

Office Type: Modern, professional corporate office environment. NTT DATA typically provides well-equipped office spaces designed for collaboration and productivity. Office Location(s): Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia. This location suggests a vibrant business hub with access to talent and infrastructure. Workspace Context:

• Collaborative Spaces: Expect access to meeting rooms, project team areas, and open-plan workspaces designed to foster teamwork and knowledge sharing.
• Technology Infrastructure: The role will leverage standard corporate IT infrastructure, including high-speed internet, modern workstations, and access to a wide array of development, testing, and collaboration tools.
• Team Interaction: Frequent interaction with immediate team members, cross-functional project teams, and potentially client representatives, both on-site and remotely.

Work Schedule: The standard 40-hour work week is expected, but the dynamic nature of technical support and project delivery may necessitate flexibility. This could include occasional extended hours, on-call rotations, or weekend work to address critical incidents or meet project deadlines. The emphasis is on delivering results and ensuring service availability.

📝 Enhancement Note: The on-site nature implies a structured work environment where direct collaboration and access to company resources are prioritized. While standard hours are expected, the operational demands of supporting critical applications mean flexibility is a key aspect of the work environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A preliminary call with an HR representative or recruiter to assess basic qualifications, experience, and cultural fit.
• Technical Interview(s): In-depth interviews with hiring managers and senior technical team members focusing on your experience with the required technologies, problem-solving skills, and understanding of application support and project lifecycles. Expect scenario-based questions.
• Portfolio Presentation: A dedicated session to present your portfolio, focusing on key projects, technical challenges overcome, and process improvements. Be prepared to discuss your role, methodologies, and outcomes in detail.
• Cross-Functional/Stakeholder Interview: Potentially an interview with a Project Manager or Business Analyst to assess collaboration skills and understanding of business requirements.
• Final Interview: A concluding discussion with a senior leader to confirm fit and discuss career aspirations.

Portfolio Review Tips:

• Quantify Achievements: For each project or case study, clearly state the problem, your specific actions, the tools/technologies used, and the measurable results (e.g., reduced downtime by X%, improved performance by Y%, decreased defect rate by Z%).
• Structure Your Narrative: Use a STAR (Situation, Task, Action, Result) or similar method to clearly articulate your contributions and the impact of your work.
• Showcase Problem-Solving: Highlight complex technical challenges you faced and the systematic approach you took to diagnose and resolve them.
• Demonstrate Process Adherence & Improvement: Include examples of how you utilized JIRA/Confluence effectively, improved documentation, or optimized support processes.
• Tailor to the Role: Emphasize experience with mobile/web applications, cloud, APIs, and DevOps practices, as these are core to the job description.

Challenge Preparation:

• Technical Scenarios: Be ready to discuss how you would approach common technical support scenarios, such as diagnosing a slow-loading web page, troubleshooting API integration errors, or managing a critical production incident.
• Process Design: You might be asked to outline a process for SIT/UAT coordination or for managing production defects.
• System Architecture Discussions: Prepare to discuss your understanding of microservices, containerization, and CI/CD pipelines, and how they relate to application support and deployment.

📝 Enhancement Note: The interview process will likely be rigorous, given the technical depth and leadership expectations. A well-prepared portfolio that clearly demonstrates hands-on technical skills, troubleshooting capabilities, and process management proficiency is critical for success.

🛠 Tools & Technology Stack

Primary Tools:

• JIRA: Essential for issue tracking, bug management, workflow customization, and project management. Proficiency in creating filters, dashboards, and understanding workflow states is key.
• Confluence: Critical for creating and maintaining technical documentation, knowledge base articles, project wikis, and team collaboration spaces.
• Version Control Systems: Git (e.g., GitHub, GitLab, Bitbucket) for code management, branching, and merging strategies.

Analytics & Reporting:

• Monitoring Tools: Experience with application performance monitoring (APM) tools like Dynatrace, New Relic, AppDynamics, or similar for real-time performance analysis and incident detection.
• Log Analysis Tools: Proficiency with tools like Splunk, ELK Stack (Elasticsearch, Logstash, Kibana), or similar for analyzing application logs to diagnose issues.
• Reporting/Dashboarding Tools: Experience with tools for creating operational dashboards (e.g., Grafana, Tableau, Power BI) to visualize key metrics and system health.

CRM & Automation:

• CRM Systems (Indirect Involvement): While not a direct CRM role, understanding how applications integrate with CRMs (e.g., Salesforce) may be beneficial for understanding data flows and user impact.
• CI/CD Tools: Familiarity with Jenkins, GitLab CI, Azure DevOps, or similar for understanding deployment pipelines and automation.
• Containerization & Orchestration: Docker for containerization and Kubernetes for orchestration are increasingly standard in modern application environments.

Development & Cloud Technologies:

• Programming Languages: Java, C#, JavaScript/TypeScript, React, ReactNative, Angular, Flutter, Swift.
• Cloud Platforms: AWS, Azure, or GCP. Understanding core services related to compute, storage, networking, and databases.
• API Technologies: REST, GraphQL, SOAP. Understanding API design principles, documentation (e.g., Swagger/OpenAPI), and testing.
• Security Protocols: OAuth2, JWT, SAML, SSL/TLS.

📝 Enhancement Note: The technology stack is extensive, reflecting a modern, cloud-native, and service-oriented architecture. Candidates must demonstrate a broad understanding across development, operations, cloud, and security domains, with practical experience in the listed tools and languages.

👥 Team Culture & Values

Operations Values:

• Reliability & Stability: A core value is ensuring the consistent and stable operation of critical applications, minimizing downtime and ensuring business continuity for clients.
• Efficiency & Optimization: Continuously seeking ways to improve processes, automate tasks, and optimize resource utilization to deliver services effectively and cost-efficiently.
• Collaboration & Teamwork: Fostering a collaborative environment where team members support each other, share knowledge, and work together to solve complex problems.
• Customer Focus: Prioritizing client needs and delivering high-quality technical support and solutions that meet or exceed expectations.
• Continuous Learning: Encouraging a culture of ongoing learning and skill development to keep pace with evolving technologies and industry best practices.

Collaboration Style:

• Cross-Functional Integration: Proactive engagement with development, project management, infrastructure, and business teams to ensure seamless operations and project delivery.
• Open Communication: Encouraging transparent and timely communication, especially during incident management and project updates.
• Knowledge Sharing: Actively participating in team meetings, documentation efforts, and internal forums to share insights and best practices.
• Proactive Problem Solving: A culture that encourages identifying potential issues before they impact users and taking proactive steps to mitigate risks.

📝 Enhancement Note: As a large global IT services provider, NTT DATA likely emphasizes structured collaboration and adherence to established values. The team culture will be geared towards delivering complex IT solutions and services reliably to clients, requiring strong teamwork and a client-centric approach.

⚡ Challenges & Growth Opportunities

Challenges:

• Managing Diverse Technologies: Supporting a wide array of technologies (mobile, web, cloud, APIs, various languages) requires continuous learning and adaptability.
• Balancing BAU vs. Projects: Effectively managing ongoing operational support (BAU) while contributing to new project releases and architectural reviews can be demanding.
• Complex Incident Resolution: Diagnosing and resolving intricate production issues across distributed systems requires deep analytical skills and perseverance.
• Stakeholder Management: Coordinating with multiple internal teams, vendors, and potentially clients requires strong communication and negotiation skills.
• Keeping Pace with Technology: The rapid evolution of cloud, DevOps, and development practices necessitates ongoing skill development.

Learning & Development Opportunities:

• Advanced Technical Certifications: Pursue certifications in cloud platforms (AWS, Azure, GCP), Kubernetes, or specific programming languages.
• Leadership Training: Participate in leadership development programs offered by NTT DATA to enhance management and team-building skills.
• Exposure to New Technologies: Gain hands-on experience with emerging technologies through project involvement and internal innovation initiatives.
• Mentorship Programs: Benefit from or contribute to mentorship programs, learning from senior leaders and guiding junior team members.
• Industry Conferences: Opportunities to attend industry events and conferences to stay abreast of the latest trends and network with peers.

📝 Enhancement Note: The challenges presented are typical for senior technical roles in dynamic IT environments. NTT DATA's global presence and focus on technology services provide ample opportunities for professionals to grow their technical expertise, leadership capabilities, and strategic influence.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex production issue you resolved for a web or mobile application. What was your approach to troubleshooting, and what was the outcome?" (Focus on systematic approach, tools used, and impact.)
• "How do you balance your time between supporting Business As Usual (BAU) activities and contributing to project releases or architectural reviews?" (Highlight prioritization, time management, and efficiency strategies.)
• "Walk me through your experience with System Integration Testing (SIT) or User Acceptance Testing (UAT). What is your role in defect management?" (Emphasize coordination, communication, and ensuring quality.)
• "Imagine you need to propose a new technology implementation model to the Enterprise Architecture board. What steps would you take, and what information would you prepare?" (Focus on research, business justification, technical feasibility, and presentation skills.)

Company & Culture Questions:

• "What do you know about NTT DATA and our role in the IT services industry?" (Research company services, values, and recent news.)
• "How do you approach collaboration with cross-functional teams, such as developers, project managers, and infrastructure engineers?" (Provide examples of successful collaboration and conflict resolution.)
• "How do you ensure adherence to processes and documentation standards, especially when using tools like JIRA and Confluence?" (Discuss your methodology for maintaining quality and consistency.)

Portfolio Presentation Strategy:

• Select High-Impact Examples: Choose 2-3 projects or initiatives that best showcase your skills in application support, troubleshooting, process improvement, and technical leadership.
• Quantify Results: For each example, clearly state the problem, your role, the actions taken, and the measurable outcomes (e.g., performance improvements, cost savings, reduced incident frequency).
• Use Visual Aids: If possible, use diagrams or screenshots (while respecting confidentiality) to illustrate system architecture, workflows, or issue resolution steps.
• Be Ready for Deep Dives: Prepare to answer detailed technical questions about the technologies used, your decision-making process, and lessons learned.
• Connect to Role Requirements: Explicitly link your portfolio examples to the requirements and responsibilities outlined in the job description.

📝 Enhancement Note: Preparation should focus on demonstrating not only technical proficiency but also leadership potential, strategic thinking, and a structured approach to problem-solving and process management. Highlighting experience with JIRA, Confluence, and various development/cloud technologies will be crucial.

📌 Application Steps

To apply for this Technical Support Lead position:

• Submit your application through the official NTT DATA careers portal via the provided link.
• Tailor your resume: Highlight your 8-10+ years of experience in supporting mobile and web applications, emphasizing your technical skills in Java, C#, JavaScript, cloud platforms, API design, and DevOps. Use keywords from the job description.
• Prepare your portfolio: Curate specific examples of complex troubleshooting, project delivery coordination, process improvements, and any contributions to architectural review or new technology implementation. Be ready to present these using a structured approach (e.g., STAR method) and quantify your achievements.
• Research NTT DATA: Understand the company's services, values, and recent achievements to demonstrate your interest and cultural fit.
• Practice interview questions: Prepare answers for technical scenarios, behavioral questions, and questions about your portfolio, focusing on demonstrating leadership, problem-solving, and technical depth.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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