Application Support Lead
8 months ago
**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 cross-organizational teams
- Excellent in analytical thinking, problem solving skills, with an ability to handle complex issues effectively
- Highly motivated, results-driven, able to multi-task, willingness to learn and think out of the box
- Well-versed 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 in-country stakeholders
- Identify and address gap in apps support
- Bridge between apps support and in-countr
- Continuously seek for apps improvement plan to ensure apps stability
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