Application Support Manager

The Role

As Application Support Manager, you will be responsible for handling the overall management of Application PRODUCTION support, mostly within Loan Management-related applications. Manages the team to provide fast response and recovery for application/batch-related incidents. Oversights application of break fixes, initial investigation/ diagnosis, and documentation of issue isolation. Perform root-cause analysis review and implement permanent fixes to ensure issues don't re-occur. Review systems and platforms to introduce new processes and improvement initiatives or new technologies to optimize and make our systems stable. Lead team to perform daily system hygiene and proactive monitoring of key system processes such as the number of users, transaction volume, and concurrent connections/threads. Handles the business and operational efficiency of his team.

How you'll contribute

• Develop, implement, and maintain procedures on application support services with proper documentation. Monitor incidents to the team to ensure it is addressed within the agreed SLA. Work with systems delivery team and business for priority fixes/releases. Review capacity/utilization of application environments to maintain stability and future demands. Conduct system process assessment to identify possible failure points and provide improvement. Maximizes usage of Resource Plans, Budget and Manages resources of the team
• Monitor application defects and program fixes released. Work closely with the IT Infra team for the smooth operation of shared systems infrastructure. Perform proactive monitoring of critical processes and system parameter adjustments based on volume projections across all platforms. Coordinate with relevant teams (internal and external vendors) for timely resolution of reported production issues and post mortem Root Cause Analysis discussions. Provide timely reports on ongoing issues, closed incidents, and identified problematic trends
• Develop and maintain application BCP/DR procedure is up-to-date. Conduct DR/BCP simulations as per plan and schedule. Prepare and provide necessary DR/BCP documentation to Audit or BCP Teams.
• Manages and supervises subordinates in accomplishing objectives and quality of work. Handles KRA and KPI setting. Allocate resources and personnel. Perform coaching and regular 1:1 with all members of your team.

What we're looking for

• Graduate of Bachelor's Degree in Computer Science, Information Technology, Engineering, or other related courses. Certification in relevant IT/PM-related subjects will be an advantage
• At least 8 years of I.T. & Application support experience, including people management. Knowledgeable in software quality assurance (SIT, UAT, QA)
• Understanding of and ability to integrate all systems including operating systems, Banking applications, networks, and databases
• Good verbal and written communication skills

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