[GSD] People Technology Manager - Workday Implementation Team (Bangkok based, relocation provided )

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.     Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.   No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. About Agoda  Agoda is Asia’s leading and fastest growing online hotel reservation platform. Our success is driven by worldclass technology, a highly resilient IT infrastructure, and exceptional engineering talent. Information Technology is a core capability at Agoda, and an IT career here offers outstanding growth opportunities in a fastmoving, multicultural environment representing more than 74 nationalities.  This role operates in a high impact, fast paced engineering environment, where innovation and deep technical expertise are essential. We continuously improve end-user experience through automation, proactive monitoring, and scalable enterprise solutions—while never forgetting to enjoy the journey.    We are looking for an experienced Senior/Staff Endpoint Systems Engineer to join our Bangkok-based team. This role serves as the final technical escalation point for complex, high-impact issues across endpoints and infrastructure.  You will own the most challenging problems - driving deep into the root cause, working across teams and vendors to implement fixes and solutions.    Key Responsibilities  3rd Level (L3) Escalation & Advanced Troubleshooting  * Act as the highest escalation point for unresolved 1st- and 2nd-level support cases.  * Perform deep technical troubleshooting of complex OS and hardware issues, including:   * Windows BSODs and driver issues.  * Hardware level failures (audio, camera, networking, storage, thermal/throttling)  * Root cause analysis and ensure findings result in long-term fixes, standards, or automation.  * Work directly with vendors and internal engineering teams to resolve product level defects or systemic issues.  * Own critical incidents from identification through resolution and post incident review.  Enterprise Endpoint Engineering & Management  * Manage and troubleshoot devices using enterprise tooling (Intune, Configuration Manager, KACE, JAMF, Altiris).  * Design and maintain robust deployment, patching, compliance, and security baselines.  * Enforce stability and performance standards across Windows fleets.  Monitoring, Reliability & Proactive Engineering  * Monitor endpoint health and performance using custom monitoring platforms.  * Proactively identify trends, performance degradation, and systemic risks before user impact.  * Design, enhance, and maintain desktop monitoring systems using:   * Grafana  * Telegraf  * Open Telemetry (OTEL) Collector  Automation, Tooling & Continuous Improvement  * Develop automation and remediation solutions using PowerShell, Python, Bash, or similar.  * Reduce manual effort by building self-healing and auto remediation mechanisms.  * Improve support for workflows, escalation quality, diagnostics, and documentation.  Technical Ownership  * Mentor and coach 1st- and 2nd-level teams, raising overall technical maturity.  * Provide guidance during outages or high severity incidents.  * Take full ownership; you drive problems to resolution, not handoffs.    What You’ll Need to Succeed  Required * Bachelor's degree in computer science, Engineering, or equivalent experience.  * 5+ years of hands-on experience supporting and engineering desktop and endpoint infrastructure.  * Proven experience operating as a 3rd level escalation engineer.  * Strong expertise in:   * Windows internals in corporate environments  * Advanced OS troubleshooting (BSODs, drivers, updates, performance issues)  * Enterprise Endpoint Management platforms (ie.Intune, ConfigMgr, KACE, Altiris)  * Excellent analytical, communication, and stakeholder management skills.  * Strong sense of ownership, accountability, and customer focus.    Nice to Have  * Microsoft 365 Certified: Endpoint Administrator Associate (MD102)  * Experience querying and analyzing data using SQL, PromQL, LogQL  * Advanced scripting skills (PowerShell preferred; Python/Bash a plus)  * Experience building or enhancing endpoint reliability or telemetry platforms    Why Join Us?  * Work on global-scale endpoint environments with real impact.  * Operate as a true L3 engineering authority, not a ticket resolver.  * Influence tooling, standards, automation, and architectural decisions.  * Collaborate with worldclass engineers in a diverse, international environment.    #telaviv #jerusalem #LI-SK1 #IT #ENG #4 #LI-PS4 #sanfrancisco #sanjose #losangeles #sandiego #oakland #denver #miami #orlando #atlanta #chicago #boston #detroit #newyork #portland #philadelphia #dallas #houston #austin #seattle #sydney #melbourne #perth #toronto #vancouver #montreal #shanghai #beijing #shenzhen #prague #Brno #Ostrava #cairo #alexandria #giza #estonia #paris #berlin #munich #hamburg #stuttgart #cologne #frankfurt #hongkong #budapest #jakarta #bali #dublin #telaviv #milan #rome #venice #florence #naples #turin #palermo #bologna #tokyo #osaka #kualalumpur #malta #amsterdam #oslo #manila #warsaw #krakow #doha #alrayyan #riyadh #jeddah #mecca #medina #singapore #seoul #barcelona #madrid #stockholm #zurich #taipei #tainan #taichung #kaohsiung #bangkok #Phuket #istanbul #london #manchester #liverpool #edinburgh #hcmc #hanoi #lodz #wroclaw #poznan #katowice #rio #salvador #newdelhi #bangalore #bandung #yokohama #nagoya #okinawa #fukuoka #jerusalem #IT #4 #LI-RS1 #newdelhi #Pune #Hyderabad #Bangalore #Mumbai #Bengaluru #Chennai #Kolkata #Lucknow #sanfrancisco #sanjose #losangeles #sandiego #oakland #denver #miami #orlando #atlanta #chicago #boston #detroit #newyork #portland #philadelphia #dallas #houston #austin #seattle #sydney #melbourne #perth #toronto #vancouver #montreal #shanghai #beijing #shenzhen #prague #Brno #Ostrava #cairo #alexandria #giza #estonia #paris #berlin #munich #hamburg #stuttgart #cologne #frankfurt #hongkong #budapest #jakarta #bali #dublin #telaviv #milan #rome #tokyo #osaka #kualalumpur #amsterdam #oslo #manila #warsaw #krakow #bucharest #moscow #saintpetersburg #capetown #johannesburg #seoul #barcelona #madrid #stockholm #zurich #taipei #bangkok #Phuket #istanbul #london #manchester #liverpool #edinburgh #kiev #hcmc #hanoi #wroclaw #poznan #katowice #rio #salvador  #IT #4 #5 #LI-Hybrid         PLEASE REVIEW OUR HIRING PROCESS GUIDELINES BEFORE YOUR INTERVIEW — CLICK HERE TO LEARN HOW INTERVIEWING AT AGODA WORKS.     DISCOVER MORE ABOUT WORKING AT AGODA * Agoda Careers https://careersatagoda.com * Facebook https://www.facebook.com/agodacareers/ * LinkedIn https://www.linkedin.com/company/agoda * YouTube https://www.youtube.com/agodalife   Equal Opportunity Employer  At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy. Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.     Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.   No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. Get to Know Our Team  The Global Service Delivery (GSD) team is responsible for Agoda’s office infrastructure and employee connectivity. We provide the hardware, software, and access to resources that enable employees to achieve their goals. Whether in the office, working remotely, or traveling, we help everyone stay connected and productive. The GSD team uses state-of-the-art cloud management technologies, combined with the best on-site services, to manage the latest hardware across Windows, macOS, and Linux environments.    The Opportunity  For our team in Bangkok, we are looking for candidates with customer support or help desk experience. Technology is at the heart of Agoda, and an IT career with us offers excellent growth opportunities in an exciting, multicultural environment.    In This Role, You’ll Get To:  * Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or onsite at the office  * Monitor and respond quickly and effectively to requests received through the IT Support Service Desk  * Troubleshoot, diagnose, and resolve technical system, hardware, and software issues  * Guide users through the problem-solving process and empower them to resolve similar issues independently in the future  * Support end users with device setup, software installation, account access, and general troubleshooting  * Prioritize and manage support requests based on business impact and service expectations  * Collaborate with internal teams to resolve cross-functional technical issues  * Gather relevant information, document troubleshooting steps taken, and escalate unresolved issues to the next level of support as needed  * Maintain technical documentation and service catalog content related to software installation, hardware configuration, and troubleshooting  * Provide feedback on processes and recommend areas for improvement  * Work in shifts and participate in on-call support when required    What You’ll Need to Succeed:  * Strong customer service mindset  * Familiarity with help desk ticketing systems  * Ability to work independently as well as collaboratively in a team  * Strong willingness to learn  * Eagerness to keep up with the latest technologies and stay ahead of the curve  * Strong problem-solving skills with a proactive and user-focused mindset  * Excellent communication and interpersonal skills; a good sense of humor is always a plus  * Ability to communicate clearly in spoken and written English  * Degree in Computer Science, Computer Engineering, or a related field  * Prior internship, customer support, or help desk experience is a plus, but fresh graduates are also welcome to apply  It’s Great If You Have:  * Experience with Microsoft 365  * Proficiency in macOS  * Experience supporting and troubleshooting AI-powered productivity and developer tools (e.g. Claude, Cursor, Codex)  * Experience supporting and troubleshooting workflow and automation tools      Benefits  * Hybrid working model  * Work-from-home setup allowance  * 30 days of remote working from anywhere in the world each year  * Employee discounts on accommodation globally  * Global team of 90+ nationalities  * 40+ offices across 25+ countries  * Annual CSR / volunteer time off  * Benevity subscription for employee donations  * Global volunteering opportunities  * Free Headspace subscription  * Free Odilo and Udemy subscriptions  * Access to an Employee Assistance Program (third-party support for personal and workplace matters)  * Enhanced parental leave  * Life, TPD, and accident insurance      PLEASE REVIEW OUR HIRING PROCESS GUIDELINES BEFORE YOUR INTERVIEW — CLICK HERE TO LEARN HOW INTERVIEWING AT AGODA WORKS.     DISCOVER MORE ABOUT WORKING AT AGODA * Agoda Careers https://careersatagoda.com * Facebook https://www.facebook.com/agodacareers/ * LinkedIn https://www.linkedin.com/company/agoda * YouTube https://www.youtube.com/agodalife   Equal Opportunity Employer  At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy. Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.