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 rosterEnsure application uptime, performance, and availability meet business SLAs obligationsImplement proactive monitoring tools and processes to detect and prevent issuesCollaborate with internal teams such as Cyber Security and Development for system upgrades, patches, and environment maintenanceWork with Product and Development teams on bug fixes, release management, and new feature rolloutsRegularly update internal and external stakeholders on incident status, planned outages, and application performanceChange Management & Release Support
Ensure proper testing and documentation for production deploymentsSupport end users during UAT, cutovers, and major upgradesOthers
Assist the sales team to provide accurate and compliant responses to RFP (Request for Proposal) and other information requestsAny other ad-hoc requests or dutiesRequired 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 softwareORMinimum 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 automationFamiliarity with ITIL practices, especially incident and problem managementExcellent communication, stakeholder management, and conflict resolution skillsTo apply, please email recruit@coretrm.com
We regret that only shortlisted candidates will be contacted.
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