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Application Support Manager - SINGAPORE
Application Support Manager - SINGAPORECoreTRM • Oregon, WI, US
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Application Support Manager - SINGAPORE

Application Support Manager - SINGAPORE

CoreTRM • Oregon, WI, US
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Due to rapid expansion and business needs, we are now looking for an Application Support Manager.

Responsibilities

Team Leadership & Operations

  • Lead and manage a team of local and overseas Application Support Analysts to provide a high level of service support to our existing clients. This includes, but not limited to :
  • ensuring that all support tickets and service requests are handled, escalated appropriately and resolved timely and effectively, in alignment to company internal standards and business SLAs obligations
  • working with internal teams to provide new clients with a seamless and smooth transition from implementation to support
  • ensuring high levels of clients' satisfaction through transparent communication and delivery of service quality
  • Act as the main escalation point for all critical, complex, high impact and outstanding issues and ensure that relevant personnel or teams (eg : development) take appropriate and timely actions to handle and resolve these issues, in alignment to our business SLAs obligations and internal standards
  • Monitor all outstanding tickets and ensure that they are escalated appropriately and timely to the relevant personnel or teams
  • Take main responsibility to ensure that all outstanding tickets are resolved timely and effectively, in alignment to our business SLA obligations and internal standards
  • Work with management and internal teams to establish, refine, improve and enforce support processes, SOPs and incident response procedures that align with our internal standards and business SLAs obligations
  • Drive and achieve continuous improvements in support quality, response time, issue resolution and end-user satisfaction
  • Define roles, responsibilities, and performance expectations (goal setting) for the application support team. Conduct regular performance reviews and provide relevant knowledge transfer and training
  • Involved in and contribute to audit, compliance, and regulatory reporting as needed

Application Coverage, Monitoring & Stability

  • Ensure adequate support coverage that aligns to our business SLAs obligations, including planning and enforcing an "after work hour phone support" work roster
  • Ensure application uptime, performance, and availability meet business SLAs obligations
  • Implement proactive monitoring tools and processes to detect and prevent issues
  • Collaborate with internal teams such as Cyber Security and Development for system upgrades, patches, and environment maintenance
  • Work with Product and Development teams on bug fixes, release management, and new feature rollouts
  • Regularly update internal and external stakeholders on incident status, planned outages, and application performance
  • Change Management & Release Support

  • Ensure proper testing and documentation for production deployments
  • Support end users during UAT, cutovers, and major upgrades
  • Others

  • Assist the sales team to provide accurate and compliant responses to RFP (Request for Proposal) and other information requests
  • Any other ad-hoc requests or duties
  • Required Skills & Qualifications

    A must

  • Minimum 5 years of experience in application support, with at least 1 year in a leadership role supporting an enterprise application software
  • OR
  • Minimum 5 years of experience in a risk management, analysis or operations role in an oil or commodity trading company (Experience in using an E / CTRM software is useful)
  • Good to have

  • Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Desk)
  • Technical knowledge of databases (SQL), integration layers, cloud platforms, APIs, and scripting for diagnostics or automation
  • Familiarity with ITIL practices, especially incident and problem management
  • Excellent communication, stakeholder management, and conflict resolution skills
  • To apply, please email recruit@coretrm.com

    We regret that only shortlisted candidates will be contacted.

    J-18808-Ljbffr

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