Responsibilities: 

• Responsible to monitor and ensure that both SLA and KPI are met with the agreed standards
• Ensure that service vendors fulfill the agreed SLA. Arrange meeting, review and negotiate any service agreements if needed
• Formulate, define and maintain a series of support procedure with an aim to deliver the highest standard of end user support services, such as workflows, documentations, escalation protocols, etc.
• Be the lead to look after system support & maintenance with other parties, including IT, business users and vendors
• Handle escalated technical issues and incidents, troubleshoot and ensure that the incident could be resolved in a timely fashion to reduce causing major impacts to the business's operations

Requirements: 

• Diploma holder in Computer Science or related discipline
• Minimum 3 years of relevant experience
• Excellent experience 2^nd tier support, solid SQL skills are preferred
• Assist to formulate and continuously enhance support strategy for higher efficiency and effectiveness
• Strong vendor management skill for outsourcing parties
• Willing to take ownership of production issues and incident management
• Able to feedback and liaise with development team to enhance both new or existing system
• Assist to standardize application support workflow and documents for new business and application system

Click "Apply Now" if you interested in the opening.  We look forward to discuss more about the opportunity with you!

All applications and data collected will be treated in strict confidence and used exclusively for recruitment purposes. Only short listed candidates will be invited for interview. The company will retain the applications for a maximum period of 6 months and may refer suitable candidates to other vacancies within the Group.