Manager, Application Support

6 months ago

Kuala Lumpur, Malaysia Great Eastern Malaysia Full time

Manager, Application Support

**Discover the GREAT in your career.**

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia's leading insurer for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is **Integrity, Initiative, **and **Involvement** - from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

**Integrity, Initiative, **and **Involvement **is what guides us. It is what makes us do the right thing, take the lead, and choose 'we' over 'me'. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.

If you are looking to grow in an enriching career filled with opportunities and potential, we are seeking an experienced professional to join our team as **Manager, Application Support.**

**Job Summary**:

- Responsible to ensure proper governance and tracking of GEGM IT Assets management and assignment
- Responsible to ensure the IT Steering Committee meeting are performed on quarterly basis.
- Conduct and moderate the ITSC meeting as a secretariat capacity not limited to preparing the meeting agenda, sending meeting invites, presentation deck and capturing the meeting minutes
- Conduct periodic review on all user access rights (sampling test) to ensure permission rights given are in line with the User Access Matrix (UAM) SOP
- Promptly response to all service failures, escalate unresolved issues by working with next level support personnel (Group IT, service provider/vendor) to have the issue resolve and escalates concerns as appropriate to Head of BIT department. Manage all Critical and High Severity incident calls, coordinate and
- up till closure to ensure SLA are met. Any breach of SLA as per BNM RMiT guideline for Internet facing system and Core GI system to report to Risk Management Committee (RMC) to be notified to BNM
- Ensure all ICER, Root Cause Analysis report are tracked, review, update and close within timeline and reported to ITSC.
- Monitor and track all Outsourced service provider to ensure SLA are being met in accordance to the Outsourcing contract
- Perform data analysis, extraction and reporting whenever required
- Coordinate and participate in Disaster Recovery activities as required
- Alternate BCP Coordinator for BIT Department
- Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
- Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
- Highlights any potential concerns /risks and proactively shares best risk management practices.

**The Person**:

- Degree Holder in Computer Science, Information Technology or any other related disciplines
- ITIL, ITSM, COBIT certification preferred
- At least 5 years working experience in a IT Manager or Application Support Manager or Business System Support or Incident/Problem Manager capacity
- Familiar in managing IT Assets (Hardware/Software)
- Knowledgeable in cloud computing other IT Infrastructure components
- Experience in preparing Application User Manual, Training Guide, Process Improvement Flow Documentation, User Access Control Matrix, IT related SOP, Work Instruction, Root Caused Analysis Report and SLA Reporting
- Highly people oriented with ability to lead, drive, motivate and coach team members, strong presentation, interpersonal & communication skills
- Strong facilitation, influencing and stakeholder management at multiple level within the organization (vertically and horizontally)
- Sharp conflict management and problem solving skills
- Efficient and effective self-starter individual that able to learn independently through the job with good social skills to interact with others frequently
- Strong accountability and ownership
- Broad based general insurance knowledge, risk management, familiar with BNM RMIT guideline, Disaster Recovery Management, BCM, IT Service Management terms and process, Root Cause Analysis Preparation and Incident Reporting
- High level of integrity, takes accountability of work and good attitude over teamwork
- Takes initiative to improve current state of things and adaptable to embrace new changes

Great Eastern Malaysia is committed to Equal Employment Opportunity, and all qualified applicants shall receive a fair and equal consideration for employment.

**Location**: GEGM HQ

**Entity**: Great Eastern General Malaysia

**Employment Type**: Permanent

**About Great Eastern**

Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions

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