Application Support Manager

Application Support Manager

Responsibilities

Service management

Manage service level agreements (SLAs) with internal and external teams.

Handle escalations from the support team as needed.

Use/improve proper support models and escalation processes.

Ensure knowledge management consistency and completeness

Manage software release upgrades

Work together with Software Delivery team & Project Implementation teams.

Guide Customers to raise Change Request Form and Project Request Form (with the assistance of Rollout BA if necessary

Team Management

Manage daily a team of support engineers performing support & deployment functions

Conduct PTO (Permit-To-Operate) reviews and provide input on design recommendations.

Provide monthly KPI and SLA reports / timesheets of the support team

Experience

Master or bachelor degree in IT, Computer Science or other relevant fields.

9-15 years working experience in IT

Proven experience in Software Service Management

Proven experience in customer management and providing good customer service

Proven ability to acquire expertise in new business domains and software products

Working experience with virtual teams and offshore development teams

Technical Skills

Familiar with web-based (Java) applications

Experience in application deployments (server and client side)

Familiar with Help Desk and service management tools Business skills

Knowledge of ITIL

Strong customer relationship management skills

Familiarity with relevant applications and development life cycles.

Effective communicator with strong presentation & negotiation skills

Ability to act autonomously, bring structure and organization to work

Strong analytical and supervisory skills

Ability to take pressure and work under tight schedule Language/others

Strong command in both written and spoken English

Willing to occasionally travel