Service Controller, APAC

There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems!

We are looking for a Service Controller for APAC

Service Control is the operational gatekeeper of Global Support. The team owns escalation management, Critical Situations (CritSits) and Major Incident management. It keeps the global support workload moving and turns customer feedback into service improvements. Service Control works follow-the-sun across EMEA, AMER and APAC, with Service Controllers in each region.

As a Service Controller in APAC, you are part of the Service Control team in the region, led by the APAC Escalation Manager and Team Lead. You keep customer issues moving: you manage escalations, act as Major Incident Manager, support CritSits, and make sure the right teams are working on the right priorities. You are the bridge between our customers, the field teams and the support delivery teams, and you work follow-the-sun with the Service Controllers in EMEA and AMER.

Control over the global support workload is key to this role. That means using the data our processes generate to prioritize by impact, decide where the teams’ effort goes, and find what to improve next. Service Controllers see how customers, field teams and support delivery fit together, and that puts them in a privileged position to make service delivery add value for our customers.

This is a role for you if

• You are proactive. You act before a situation escalates, and you get things done even when the picture is incomplete.
• You communicate well, in writing and out loud, in English, and you show empathy for the person on the other side.
• You take ownership. You see problems through to the end, and when you don’t have all the knowledge yourself, you bring in the right people.
• You can handle difficult conversations. You defuse disagreements with colleagues and customers and lead them towards an agreement.
• You follow processes, and you challenge them when they don’t work, with a proposal for how to do it better.
• You break problems down. You start wide, narrow as you learn, and judge the information objectively.
• When you make a mistake, you own it and fix it fast, before the impact grows.

What You Will Lead/Do or Key Responsibilities

• Manage customer escalations end to end: assess the impact, set the right priority, coordinate the teams involved and remove roadblocks until the issue is resolved;

• Act as Major Incident Manager for Major Incidents affecting our customers;

• Support the Escalation Manager on CritSits for Premium Support customers, coordinating the internal teams and keeping the status up to date;

• Monitor the global support workload and work with the support delivery teams so that priority reflects impact at all times;

• Bridge between our customers, the field teams and the support delivery teams, so that service targets are met;

• Keep everyone across Global Support aware of the impact and status of escalations and incidents;

• Handle customer feedback through our Customer Feedback Management process: identify, log and investigate it, and define mitigations with the teams involved;

• Hand over and share context with the Service Controllers in EMEA and AMER, so customers get follow-the-sun coverage;

• Work with process owners and SMEs on the continuous improvement of every aspect of service delivery. On-call rotation

• Take part in the weekend on-call rotation for Global Support Service control

• On call, your scope is wider than escalation management. You may be called to act on Major Incidents and on standard escalations, because you are the only person from the team on the rotation at that time

Qualifications / What You Need To Succeed

• Experience in a similar role in the software industry or at a product company: support operations, escalation management, incident management or service delivery
• Fluent written and spoken English
• Comfortable working with data to understand workload, impact and trends
• Ability to work across geographies and cultures
• Experience handling critical incidents or high-severity customer situations, with composure under pressure
• Availability for the weekend on-call rotation

Ways To Stand Out From The Crowd

• Past contact or knowledge of OutSystems;
• Knowledge of, or experience with, ITIL (IT Service Management);
• Knowledge of, or experience with, process modelling;
• Knowledge of ISO compliance or adoption: ISO 9001 (Quality Management), ISO 27001 and 22301 (Information Security and Business Continuity), ISO 27017 and 27018 (Information Security for Cloud Computing);
• Experience with Zendesk and Jira;
• STEM degree (BSc or MSc in science, engineering or management related fields);

More about OutSystems

OutSystems is a leading AI Development Platform built for the enterprise. Global organizations trust OutSystems to rapidly build mission-critical apps and agents, modernize legacy processes with agentic systems, and govern their entire AI portfolio across complex regulatory environments, all on one unified platform.

As the future becomes agentic, our customers need us now more than ever. While AI has opened the door to extraordinary possibilities, most large organizations find themselves stuck on one side of the "enterprise gap" because AI by itself doesn't solve their complex use cases and business challenges. OutSystems bridges the "enterprise gap" by combining the speed of generative AI with a deterministic, enterprise-grade framework. We provide the tools for teams of any size to deliver high-quality, reliable AI solutions that drive real business impact.

We are looking for passionate, talented, and motivated people to join us as we empower organizations to build, deploy, and scale the next generation of enterprise software. While we are leading the charge into the agentic era, our mission is broader: we are the platform enterprise leaders trust to evolve their entire business, accelerating innovation through secure, governed human-AI collaboration.

OutSystems is a global company, with more than 900k developer community members, 1,700 employees, more than 600 partners, and thousands of active customers in over 75 countries and across 21 industries. Founded in 2001, OutSystems now has offices in the United States, United Kingdom, the Netherlands, Portugal, Germany, the UAE, Japan, Hong Kong, Malaysia, Australia, India, and Singapore, and includes a thriving, worldwide community of remote employees.

Our customers are some of the world's most recognizable brands across diverse industries— such as Toyota, Heineken, Bosch, KeyBank, and UCLA—who trust OutSystems to deliver ROI and transformational impact.

Consistently recognized as a leader by top analyst firms Gartner, IDC and Forrester, OutSystems continues to shape the future of enterprise software development in the agentic era. We are proud to be named a leader in more than 100 categories on G2, including #1 in Customer Satisfaction in Enterprise Low Code Development, and most recently as a leader in AI Agent Building in the G2 Spring 2026 Reports.

Working at OutSystems

Our culture is built on our core values of Trust, Customer Success, Innovation, and Alignment. We operate as one global OutSystems team, taking ownership to pursue our vision of being the AI platform enterprise leaders trust to build, secure, and evolve their most critical applications and systems.

What do we have to offer you?

• A company at the vanguard of the agentic revolution, where we don’t just react to AI innovation—we architect it. Joining OutSystems means stepping onto a high-growth rocket ship that combines the fearless agility of a startup with the sophisticated, global foundation of an enterprise powerhouse.

• Real growth opportunities. We don't just talk about development; we invest in it through structured programs designed to scale your expertise. Whether you are aiming for vertical progression, exploring lateral moves into new domains, or mastering specialized AI skills through our Professional Development Fund and Internal Mobility Program, we provide the resources to get you there.

• A global collective of world-class talent, where you’ll collaborate with enterprise software legends and sought-after thought leaders. At OutSystems, our industry experts aren't just visionaries—they are accessible, approachable mentors who are deeply invested in your growth as we architect the agentic future together.

OutSystems nurtures an inclusive culture where talented individuals from all backgrounds are empowered to learn, experiment and make an impact. . We believe that driving our next phase of growth requires the radical creativity that only comes from diverse perspectives. We are committed to building a team as global and diverse as the organizations we serve, ensuring every individual can perform to their full potential. As an equal opportunity employer, all qualified applicants receive equal consideration regardless of race, origin, religion, sex, sexual orientation, gender identity, disability, veteran status, or any other protected status.