Application Support Technical Lead

1 day ago

Kuala Lumpur, Malaysia Informa Markets Full time

Company Description

We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets**.** These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

**Job Description**:
We are currently looking to bring on an **Application Support Technical Lead** to work in our global team supporting marketing automation technologies, digital web technologies and web-analytics across the Asia, EMEA and North America regions.

What you will be doing:

- Supporting divisional business teams who work with marketing automation technologies, digital web technologies and web-analytics, making sure that all concerns and requirements are addressed and ensuring high levels of customer satisfaction overall
- Overseeing the Application Support team day-to-day operations and performance, balancing priorities and team workload
- Sharing knowledge across the team, identifying and addressing knowledge gaps, training the team members, this includes further developing your own knowledge
- Managing Incidents and Requests, including Major Incidents, and co-ordination of multiple internal and external teams on bridge calls
- Managing escalations from internal customers, making sure the issues are followed till full resolution

**Qualifications**:

- ITIL - experience working within an ITIL environment, knowledge of Incident Management, Request Fulfilment and Change Management processes (ITIL v3 or v4 foundations certification will be a plus)
- Strong troubleshooting, analytical, and communication skills
- Able to prioritise and manage a diverse and demanding workload
- Decision making skills
- Hands-on experience providing L2 support at enterprise level, in an environment with more than one technology and several integrated systems
- Understanding of CMS systems
- Understanding of web DNS, web server configuration
- Understanding of relational databases, integration flows
- Ability to manage IT Analysts

Desirable experience with some of the below technologies:

- Marketing Automation platforms (e.g. Oracle Eloqua)
- Customer Data Platforms
- Adobe Experience Manager (AEM)
- Support and configuration of webservers: AEM, Apache Tomcat, IIS or similar
- Web DNS management process and tools (e.g. Cloudflare, Safenames)
- Web Tag Management systems (e.g. Adobe Launch)
- Web analytics (Adobe Analytics, Google Analytics or similar)
- Amazon Web Services (AWS)

Desirable technical skills:

- HTML, CSS
- Javascript
- XML
- ReactJS
- Python
- SQL
- AWS - EC2, S3, Cloudfront, VPC, Route 53

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