manager, digital support

2 weeks ago

Klang Valley, Malaysia Eco World Development Group Berhad Full time 48,000 - 72,000 per year

It's fun to work in a company where people truly BELIEVE in what they're doing

The Manager, Digital Support provides leadership to the application support team and ensures stable and responsive digital operations across the enterprise. This role oversees support planning, escalated issue resolution, system monitoring, vendor coordination, and process optimization. The Manager plays a key role in guiding both people and processes to deliver efficient, consistent, and business-aligned application support services. Additionally, the Manager plays a key role in project enablement and change management by guiding rollout readiness, overseeing UAT coordination, and supporting user adoption. Through cross-functional collaboration and process optimization, the Manager ensures stable system performance and a high standard of user support.

 The Manager, Digital Support provides leadership to the application support team and ensures stable and responsive digital operations across the enterprise. This role oversees support planning, escalated issue resolution, system monitoring, vendor coordination, and process optimization. The Manager plays a key role in guiding both people and processes to deliver efficient, consistent, and business-aligned application support services. Additionally, the Manager plays a key role in project enablement and change management by guiding rollout readiness, overseeing UAT coordination, and supporting user adoption. Through cross-functional collaboration and process optimization, the Manager ensures stable system performance and a high standard of user support.  

1. Support Operations & Team Leadership 

Lead day-to-day operations of the Digital Support team including Executive and Assistant Manager levels. 

Manage workload distribution, shift planning, SLA enforcement, and performance evaluation. 

Ensure escalated issues are addressed efficiently and documented accurately. 

2. Support Planning, Standards & Execution 

Define and enforce consistent support procedures, escalation protocols, and communication standards. 

Lead incident reviews, trend analysis, and knowledge-sharing activities to minimize recurring issues. 

3. Application Monitoring & Problem Resolution 

Monitor key system health indicators and ensure timely execution of preventive maintenance tasks. 

Analyze and resolve critical incidents, identifying root causes and initiating long-term corrective actions. 

4. Project Rollout & Change Support 

Oversee team involvement in UAT, guide deployment readiness, and review training or support materials. 

Ensure changes are well communicated to users and user training is delivered effectively. 

5. Team Management & Development  

Manage day-to-day performance and engagement of the digital support team. 

Identify skill gaps and coordinate training, coaching, and on-the-job development activities. 

Promote collaboration, knowledge sharing, and a continuous improvement mindset within the team. 

6. Cross-Functional & Vendor Collaboration 

Serve as the primary liaison for business users, project stakeholders, and external vendors. 

Track vendor service levels, review fixes, and coordinate the implementation of system improvements. 

7. Reporting, Documentation & Compliance 

Review and validate monthly support dashboards, issue logs, and compliance documentation. 

Approve and enforce the use of SOPs, support playbooks, and standardized templates. 

The selection process may take some time as we carefully consider each talent that comes our way.  Please note that we will only be in contact with successfully shortlisted candidates for the next phase of the recruitment process within 2-4 weeks. We truly appreciate your interest and always look forward to meeting great people who'd like to work with us

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

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