Job Description

Responsibilities

• Manages external providers with the technical support for the software application. He/She communicates and negotiates with stakeholders and external parties on application support related matters.
• Reviews periodic reports on the issues raised and resolved and identifies trends of issues raised
• Analyse trends based on key issues highlighted in the report.
• Apply negotiation styles accordingly when managing stakeholders.
• Classify change requests according to business guidelines and IT business project plan.
• Communicate proposed work plans to the management and application support team.
• Communicate the application support policies, procedures to the relevant parties.
• Create documentation of the support services to be delivered based on each application\'s functionality.
• Define action and work plans to address the issues.
• Define criteria and procedures for services development, implementation, testing and acceptance with the service provider.
• Determine the scope of support services based on organisation and users\' requirements.
• Develop and implement a checklist for managing service delivery.
• Evaluate the costs and benefits of implementing changes against the current system.
• Formulate a problem solving and decision-making approach to handle issues for a given project.
• Generate the report based on the report specification document.
• Identify and define appropriate data sources, tools and techniques for extracting application support data.
• Lead and oversee the development level of each team member.
• Providing technical support and training to each team member.
• Monitor and review IT operation jobs.
• Negotiate with service provider on the cost and scope of changes.
• Schedule change analysis in accordance with business down periods and periods of business-critical activities.

• Independent and works well across different functions
• Excellent problem analysis skill. Innovative and creative in developing solutions
• Strong sense of drive and commitment to deliver on responsibilities
• Strong verbal and written communication skills
• Works well in a dynamic environment
• Ability and willingness to be hands-on
• Experience in 1 or more of the following technology (i) AS400, iSeries tool, COBOL, SMART400, IBM MQ, Business Object (ii)Java EE, RDBMS & PL/SQL, NoSQL, Object-Oriented Design, RESTful API, JBoss / IBM WAS (iii) Robotic Process Automation (UIPath)

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