We are now looking for a Product Support Manager to join our Product team. The successful candidate will be responsible for operational readiness and effective communication of product features and changes between Viu Customer Service team and other business functions.

Key Responsibilities

•                      Evaluate, implement, and streamline operational support procedures.
•                      Optimise and automate service delivery processes.
•                      Oversee internal IT support team including Customer Service Support, Endpoint Management, and Unified Communication.
•                      Liaise closely with business owners and operations to communicate global operational matters.
•                      Work closely with operations managers in other regions to ensure global IT standards.
•                      Lead and manage external vendors with technical direction and initiatives.

What you'll need to succeed

To be successful in your new position, it is essential to have the following skills:

•                      Bachelor’s degree in IT or any related discipline.
•                      5+ years’ experience in Program Management, Product Management, Project Management and/or Customer Support.
•                      Solid people management skills and coordination ability for service delivery.
•                      Experience in project delivery.
•                      Experience in JIRA, Confluence, Zendesk, and automation tools.
•                      Experience in working with global teams across different time zones.
•                      Sound knowledge of ITIL practices and processes is an advantage.
•                      Ability to evaluate risks and opportunities and make the best decisions to achieve the company's goals.
•                      Excellent written and verbal communication skills with the ability to work under pressure.
•                      Excellent analytical and problem-solving skills.

Viu is a leading pan-regional over-the-top (OTT) video streaming service operated by PCCW Media Group. It is available in 16 markets including Hong Kong, Singapore, Malaysia, Indonesia, the Philippines, Thailand, Myanmar in Asia, the Middle East countries of Bahrain, Egypt, Jordan, Kuwait, Oman, Qatar, Saudi Arabia, the UAE and the newly launched South Africa.

Operating with both an ad-supported tier and a premium subscription tier with more features, Viu delivers premium Asian content in different genres from top content providers with local language subtitles as well as original production series under the ‘Viu Original’ initiative. 

Viu offers users express delivery of telecast content, streaming and download features, and localized user interfaces. With the patented Dynamic Adaptive Transcoding technology, Viu can provide the best viewing experience regardless of device or network conditions.

The service can be accessed via Viu app (available for free on App Store and Google Play) on connected devices, e.g. smartphones and tablets, as well as on web by logging into www.viu.com.