IT Manager, Application Support

2 days ago


Singapore LIDL & KAUFLAND ASIA PTE. LIMITED Full time $9,200 - $11,700

Summary:

  • Responsible for providing Application Support in all stages of the Information Team Management (>5 people across regions)
  • Capability to resolve incidents & minimize downtime by effectively managing & escalating issues through different support levels.
  • Maintain high-quality support by implementing best practices and continuous improvement processes.

What you'll do:


The holder of the position is mainly responsible for the following areas in coordination with his / her superior:

  • Responsible for providing Application Support in all stages of the Information Technology (IT) application life cycle related to Sourcing / Retail organization;
  • Responsible for handle change requests, Service request and Incident tickets; ensuring proper ownership and closure of these request/tickets
  • Responsible to create and secure appropriate approvals for planned and ad-hoc system changes
  • Perform escalation procedures to senior levels, annual capacity planning & ensure high availability of system up-time
  • Collaborate with Business Analysts, Architects, Application delivery teams to drive ITIL best practices through Agile methodology
  • Confirm / Follow Service Level Agreements (SLA) with users, which includes the level of application support maintenance
  • Create documentation of the support services to be delivered based on each application’s functionality
  • Ensure Project Transition into Business As Usual follows the gate review
  • Manage the vendors service quality, support standards in accordance to corporate policies and agreed SLA guidelines
  • Formulate a problem solving & decision-making approach to handle issues for a given application’s issues.
  • Assess the need of training and plan for training sessions
  • Prepare & Present Weekly and Monthly Reporting keeping teams accountable for their tasks
  • Support IT audit activities when required / Maintain clear visibility of Active User Account / Password guidelines & Roles assignment
  • Strong team player managing a team of 6 people across regions

What you'll need:

  • Degree in Engineering, Computer Engineering/Science or Information Technology
  • At least 7 to 9 years of relevant experience in Application Support and Operations
  • Experience with PLM is required (Centric Software, CBX, Bamboo)
  • Experience in Sourcing operations/ Retail environment is a bonus
  • Must have handled activities like incident management, problem management, release management, root cause analysis, deployment and monitoring;
  • Understand Software Development Life Cycle SDLC, experience working with business users, various IT teams and vendors in managing the project cost and project risk
  • Experienced with ERP ( SAP, PLM, Inhouse bespoke Applications ), Reporting domains
  • Excellent team player with the ability to communicate across all levels within the organization
  • Positive attitude & able to work under pressure;
  • Managerial experience required
  • Excellent technical troubleshooting & problem solving skills
  • Good level in English is a must
  • Strong interpersonal & communication skills.


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