Application Support Lead

8 months 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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