Application Support Manager

3 weeks ago


Kuala Lumpur, Malaysia Agensi Pekerjaan Synopsis Sdn Bnd Full time

**Application Support Manager**

**Responsibilities**
- Recruit, train and develop new team members, and provide continuous on-thejob training, mentoring of team members Monitor the ongoing operation of the support team and ensure adherence to process and quality measures.
- Accountable for the team achievement of SLA targets, Customer Satisfaction, and other operational metrics.
- Responsibility of improvement Efficiency and Effectiveness included automation and reducing a cost per ticket Strategic communications included system health and support stats, sharing department news Works with Regional Support Managers to develop and implement support processes, procedures and metrics according to business needs and best practice
- Responsibility as point of escalation for complex customer support matters, while keeping the Customer at the forefront of all requests and advocate for the Customer’s needs at all times
- Accountable for monitoring, reporting & follow up on reoccurring issues to ensure the source cause is resolved
- Coordinate closely with other support managers globally on rota management and process alignment.
- Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
- Works effectively in partnership with local management
- Occasionally required to work after regular hours and or specific shifts, in line with the global business needs

**Requirements**:

- 3+ years of experience in managing
- Experienced in implementing digital transformation and innovation
- Customer Support team of no less than 5 years in technology company
- Technical background with 3+ years of experience in Technical/Application Support area.
- Experience enforcing, monitoring and reporting on support

**Job Types**: Full-time, Permanent

Pay: RM15,000.00 - RM16,000.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday


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