Application Support Manager - SINGAPORE

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

Change Management & Release Support

Others

Required Skills & Qualifications

A must

Good to have

To apply, please email recruit@coretrm.com

We regret that only shortlisted candidates will be contacted.

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