Application Support Manager
2 days ago
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
Support Operations & Performance
- Monitor and ensure departmental productivity and service level objectives are achieved.
- Oversee day-to-day operations within the support team, ensuring efficient case handling and timely resolution of all technical issues.
- Conduct regular OTRS (Open-Ticket Request System) reviews to assess ticket handling quality, response times, and escalation effectiveness.
IoT System & Product Monitoring
- Proactively monitor the health, connectivity, and performance of all IoT sensors and systems.
- Identify exceptional cases, anomalies, or potential failures and initiate appropriate repair or maintenance processes.
- Recommend enhancements to improve IoT system reliability, scalability, and performance
Customer Support & Escalation Management
- Manage and oversee the escalation process for customer support issues to ensure prompt resolution and customer satisfaction.
- Act as a key point of contact for critical issues requiring coordination between technical, engineering, and management teams.
- Establish and maintain an escalation matrix to ensure structured communication and accountability.
Continuous Improvement & Product Development Support
- Analyse customer feedback, support data, and industry trends to identify opportunities for product and service improvements.
- Provide detailed technical insights and feedback to assist in new product feasibility and development initiatives.
Requirements
- Bachelor's degree in engineering with strong electronics / technical experiences.
- Minimum of 5 years' experience in the role and experience in managing and grow a team.
- Experience in System Integrator (SI) industry or familiar with SaaS platform is an added advantage.
- Proven track record in incident and troubleshooting management.
- Good leadership and people management skills and ability to work under pressure.
- Excellent communication and interpersonal skills.
- Hands-on and a can-do attitude.
- Technically independent with good initiative.
- Strong analytical and problem-solving skills with an out-of-box approach in providing solutions.
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