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