Application Support Lead

2 weeks ago


Malaysia Combined Insurance 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


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