• 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 service-level agreements.
• Communicate proposed work plans to the senior management and application support team.
• Communicate the application support policies, procedures and SLA to the relevant parties.
• Conduct feedback session with client groups.
• Confirm 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.
• 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.
• Monitor and review service levels.
• 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.

Pengalaman:

• Bachelor’s degree in Information Technology or equivalent work experience required  
• Prior business application technical support and application support experience preferred
• Experience leading and/or working on project teams
• Proven experience supporting mission critical IT applications
• Knowledge in the following areas required:
• Windows desktop and server operating system
• SQL and programming languages
• Proficient in Microsoft Office and Google platform (i.e. sites, slides, drive, docs, sheets)
• Honest and have a good leadership.
• Detail, communicative and helpfull