Responsibilities:
- Team Management: Lead, mentor, and manage a team of onsite and offshore application support engineers.
- Vendor Management: Act as the primary point of contact for incumbent application vendors.
- Stakeholder Management: Communicate effectively with stakeholders on the status of incidents, changes, and enhancements.
- Operational Excellence: Implement and manage service management processes and key performance indicators (KPIs) to measure support effectiveness. Ensure compliance with industry standards and regulatory requirements.
- Application Support: Provide day-to-day support for multiple applications used across the organization.
- Incident Management: Manage the full lifecycle of application-related incidents, including incident response, root cause analysis, and remediation. Conduct root cause analysis and implement corrective actions to prevent recurrence.
- Performance Monitoring: Monitor application performance, identify bottlenecks, and propose improvements to enhance overall system reliability.
- Change Management: Assess, authorize, implement, and review changes to application environments including changes on infrastructure and architecture that impact application services.
- Documentation: Maintain comprehensive documentation of support procedures, troubleshooting steps, and issue resolution for future reference.
Requirements:
- Strong understanding of application support and maintenance processes.
- Well versed in ITIL processes and best practices.
- Strong troubleshooting and problem-solving skills to diagnose and resolve application-related issues.
- Experience with performance monitoring tools and techniques to identify and resolve application performance issues.
- Experience with change management processes, application deployments and updates.
- Continuous improvement mindset with a focus on automating manual tasks and improving support processes.
- Proven experience in an Operations Manager or similar role supporting a wide range of applications.
- Proven experience in managing and leading onsite and offshore teams.
- Experience in managing vendor relationships.
- Strong analytical and troubleshooting skills.
We regret that only shortlisted candidates will be notified
Noga Lim Wei Loong
Registration Number: R1329872
EA License Number: 10C3804
People Profilers Pte Ltd, 20 Cecil St, #08-09, PLUS Building, Singapore 049705
http://www.peopleprofilers.com
