Head - Application Support

2 weeks ago

Bukit Merah, Singapore Scan-IT Full time

**Role & Responsibilities**:

- Responsible to handle all production incident management, diagnose/troubleshoot issues and provide workarounds including RCA (root cause analysis) and problem management needed to support business. Works with development teams, Infrastructure teams, delivery team, client management and business leaders to ensure critical incidents are resolved per SLA to meet business key Creates and establishes Customer relationship to improve customer satisfaction levels.
- Managing team of Subject Matter Experts/Senior SMEs effectively, responsible for handling service requests (cases) and providing product support for customer for their call planning
- Responsible for hiring experts, forming training plans, scheduling internal/external knowledge sharing sessions and working on team skill matrix which increases individual growth and team’s productivity and risk management
- Have an experience of providing support on Live Production Environment
- Rich experience in customer interaction and people management
- Being Domain Technical Expert, last Go-to person for all types of escalations, decisions for next level consultations (L3, product design, third party ) and change request creations (bug fixing)
- Preparing customer specific environments on QA environments help development engineers replicate customers’ issues corresponding to specific version, patch and responsible for maintaining those environments
- Working as an Innovation focal point to submit new ideas and develop them which can help either internal team or end customers to perform their work more effectively
- As a queue supervisor, Monitoring Global Queue for all customer’s service requests and responsible for assigning equal load to Engineers and monitoring the same till the successful closure of each service
- Preparing Shift Roaster fortnightly considering projected case volume, employee skill sets and employee leave and training
- ITIL V3 Certified
- Manages and directs the activities of the Product Support Consultant job family. Ensures team members receive adequate training to perform duties and responsibilities effectively. Works with Sr Manager/Director to ensure team is adequate to handle call volume
- Forecast reporting and performance reporting
- Management of project plans to ensure timely delivery of outcomes
- Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
- Implement development plans and coach for individuals to reach their maximum talent
- Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner
- Recognize high performers to maintain motivation and retain key talent
- Regularly communicate on company news and team progress against business plan
- Create team spirit

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