Application Support Manager

2 days ago

KL Eco City Kuala Lumpur Malaysia Malaysia Cartrack Full time 100,000 - 120,000 per year


About the Role

We are looking for an Application Support Manager to oversee day-to-day operational activities, ensure service excellence, and lead a high-performing technical team. This role plays a key part in ensuring operational efficiency, managing technical incidents, and supporting continuous improvement across systems and products.

Key Responsibilities

  • Drive the operational plan and oversee daily operations, including manpower deployment and contingency management.
  • Monitor departmental productivity and ensure performance targets are met.
  • Supervise the OTRS ticketing system to ensure all incoming requests are tracked, resolved promptly, and escalated appropriately.
  • Proactively monitor product health status, identify exceptional cases, and manage repair and recovery processes.
  • Recommend and implement enhancements to improve overall system performance and reliability.
  • Analyse industry trends and customer needs to provide input for new product development and improvement.
  • Manage and resolve complex technical issues reported by customers.
  • Ensure end-to-end service delivery and operational excellence for all projects.
  • Provide technical and product training to internal teams and customers when required.
  • Review and approve vendor services and related costs to ensure effective cost management.

Requirements

  • Bachelor's degree in Engineering or related technical field
  • Minimum 5 years of experience in a similar role, with a proven ability to lead and grow teams.
  • Experience in the System Integrator (SI) industry or familiarity with SaaS platforms is an advantage.
  • Strong background in incident handling, troubleshooting, and technical operations management.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to work effectively under pressure in a fast-paced environment.
  • Hands-on, proactive, and solution-oriented mindset.
  • Strong analytical and problem-solving skills, with the ability to think creatively and strategically.

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