Application Support Lead

2 weeks ago

Malaysia Chubb Full time

Responsibilities:

  • Coordinating with the development team to resolve any outstanding issues.
  • Develop and maintain service level agreements (SLAs), operational level agreements (OLAs), and performance metrics to measure and report on service performance.
  • Managing and prioritizing multiple tasks and projects under tight deadlines.

Operational:

  • Enforce ITIL Practices, ensure team following the standard processes.
  • Capability to handle business complaints/ queries, coordinate and work well with the team to manage effectively

Strategic:

  • Strategic thinking in resolving escalations/ challenges encountered by internal team and vendors

Governance:

  • Ensure managed service partner abide the correct process (access, deployment, testing)
  • Weekly/ Monthly review to ensure team works towards the expected KPI on resolving issues or requests

Qualifications & Experience:

  • Bachelor's degree in computer science, Information Technology, Computer / Software Engineering or relevant courses
  • ITIL Foundation certification or higher
  • Understand and practice SDLC and/or Agile software development
  • Excellent communication and interpersonal skills, and able to work well with crossorganizational teams
  • Excellent in analytical thinking, problem solving skills, with an ability to handle complex issues effectively
  • Highly motivated, resultsdriven, able to multitask, willingness to learn and think out of the box
  • Wellversed with any ticketing system and monitoring system (App Dynamics)
  • High capability to handle business / customer complaints and queries effectively
  • Flexible and committed, when the urgency is required to work beyond office hours/ different time zones, and the ability to work under pressure
  • Act as incident manager and communicate outages on major incidents to respective stake holders and management
  • Good and advance in technical background on Java,.Net and any other software
  • Good and advanced knowledge and skill in database such as MSSQL, MySQL, Oracle, etc
  • Good knowledge in API, webservices and other integrations technologies
  • Good knowledge in cloud technologies / solution
  • Advanced and depth knowledge in SQL Query / PLSQL
  • Understand either practice or adopting Agile methodology
  • Monitor/ Review Incidents, Problems, Service Requests & Change Requests
  • Enforce ITIL processes
  • Provide timely reports and updates to incountry stakeholders
  • Identify and address gap in apps support
  • Bridge between apps support and incountr
  • Continuously seek for apps improvement plan to ensure apps stability

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