About the company
Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.
Responsibilities
- Set the Vision: Drive the technical direction of the team by developing and executing short-term (1 year), medium-term (1-3 years), and long-term (3-5 years) support strategies aligned with global business goals.
- People Leadership: Supervise, guide, and mentor a distributed team of 5 (2x hybrid engineers in SG, 1x support engineer in SG, and 2x support engineers in BLR).
- Drive Performance: Set clear individual and team goals, delegate tasks effectively, and manage performance using Adyen’s leadership framework: Empower, Care, Act, Scale.
- Culture Carrier: Foster a global, inclusive mindset. Cultivate a growth-oriented environment where open, direct feedback is exchanged and the Adyen Formula is exemplified.
- Operational Excellence: Deliver a best-in-class support experience for the APAC region, ensuring high standards of technical resolution and internal customer service.
- Automation & Process Improvement: Actively identify opportunities to eliminate toil by automating repetitive tasks and continuously improving internal IT systems and workflows.
- Project Delivery: Coordinate the planning, scoping, and agile execution of support improvement projects. Monitor progress, manage timelines and budgets, and aggressively unblock your team to ensure delivery.
- Technical Guidance: Make the right architectural and tooling decisions to support your team, ensuring technology choices fit into the broader business strategy.
- Stakeholder Management: Partner closely with regional (senior) management, translating business needs and improvement points into highly actionable technical projects.
- Cross-Team Synergy: Work seamlessly alongside Business Enablement, HR, Compliance, Procurement, and Workplace Experience to ensure a flawless end-to-end employee experience.
- Vendor Relations: Maintain and develop strong relationships with crucial external vendors and partners.
- Influence & Alignment: Navigate conflicting priorities and build trusted partnerships across time zones.
Requirements
- Experience: 2-5+ years of people management and leadership experience in an IT Support, technical support, engineering, or similar technical environment.
- Talent Developer: Proven ability to recruit top talent, manage performance, and get the absolute best out of each team member through coaching and mentorship.
- Organizational Awareness: You possess strong business acumen and know how to empower your team in their day-to-day stakeholder interactions.
- Core Systems: Deep administrative experience with cloud tools and identity providers (Google Workspace, Okta, Jamf, Slack) and robust experience managing MacOS environments.
- Support & Automation: Hands-on knowledge of ticket management systems, data analysis, and a proven track record of using scripting/automation to reduce manual workloads.
- AV & Infrastructure: Strong technical understanding of meeting room equipment (Logitech, Zoom Rooms), Event Spaces/All-hands areas, and monitoring/observability tools like Grafana.
- Language & location: Fluent in English (written and spoken) with excellent, sharp communication skills. Requires a strong in-office presence to foster team collaboration, with the ability to manage a distributed team across APAC effectively.