Application Support Lead
2 weeks ago
New
Location:
***
Singapore
***
Salary:***
Negotiable per annum
***
Job Type:
Permanent
Sector:
Technology
Function:
Information Technology
Contact:
Gwen Koh
Expiry Date: 23 September 2023
Job Ref:
JN
Position Overview:
Responsibilities:
Team Leadership:
- Provide guidance, training, and development opportunities to team members to enhance their technical and problemsolving skills.
Application Support:
- Manage and prioritize incoming support tickets and production issues related to SAP or Salesforce platforms.
- Work closely with the support team to ensure swift and accurate issue resolution, meeting or exceeding defined SLAs.
- Escalate critical issues to appropriate stakeholders and collaborate with crossfunctional teams to resolve complex problems.
Root Cause Analysis:
- Perform indepth root cause analysis on recurring issues to identify underlying problems and implement permanent solutions.
- Collaborate with relevant teams to address systemic issues, reducing the frequency and impact of incidents.
Process Improvement:
- Identify opportunities to automate routine tasks and processes, reducing manual intervention and minimizing errors.
Best Practices Implementation:
- Foster a culture of continuous improvement within the support team, encouraging the adoption of industry best practices.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience 45 years providing support for SAP or Salesforce platforms, preferably within a manufacturing or services environment.
- Strong leadership skills with experience in leading small teams and managing their performance.
- Excellent problemsolving abilities, with a track record of conducting root cause analysis and implementing effective solutions.
- Solid understanding of ITIL principles and incident management best practices.
- Exceptional communication skills to liaise with technical and nontechnical stakeholders.
- Experience with process improvement methodologies (e.g., Six Sigma, Lean) is a plus.
- Relevant certifications in SAP, Salesforce, or ITIL are desirable.
EA License No. 16S8105
Koh Ching Wen (Xu Jingwen)
EA Reg No:
R1108631
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