Application Manager - Business Technology

Job Description:

Role:

• Responsible for providing application support for the APR business applications & work closely with Group application development teams on the enhancements to enhance end-user experience.
• Support transformation management in defining strategies, roadmap and execution plans to deliver business value that improves customer experience and operational efficiency.
• Interact with business stakeholders to understand needs, pain points, and areas of improvement

Responsibilities:

• Candidate should have 8 to 12 years of experience in L2&L3 Application Support along with managerial/Lead experience of at least 4-5 years.
• Candidate should have experience of managing 8 to 10 team members working at multiple locations.
• Candidate should have excellent communication and interpersonal skills along with experience in Client/Stakeholder interaction and coordination.
• Should have knowledge on ITIL Operations Support processes (tools like JIRA), SDLC, Change & Release Management process.
• Candidate will be responsible for managing activities that are part of the application support and services. Candidate will be responsible for the operations process, maintaining the Customer BAU process, Planning, control, performance improvement, and operations strategy.
• Candidate must try to resolve most of the application related issues/requests at the regional level. Avoid Group dependency.
• Candidate must provide the status reports to the management team and business stakeholders. Expertise in preparing daily status reports/dashboards (COFITIL & JIRA Tickets)
• Co-ordinate proactively with different stakeholders at Group & Regional level, to triage and fix issues.
• Document issue timelines, troubleshooting gaps and resolution steps.
• Create and maintain issue logs, meeting minutes, meeting schedules, project summaries and updates.
• Expected to work with cross-functional teams e.g. Group Application Development (internal/external) & Group business function owners, APR Business functions heads & APR end users for resolving the issues
• Leads meetings and resolves priority issues with functional leaders/business stakeholders. Communicates change impacts to functional and change partners in support of change management.
• Candidate must lead meetings and resolves priority issues with functional leaders/business stakeholders. Communicates change impacts to functional and change partners in support of change management.
• Candidate must provide consultative support to Functional Owners and other stakeholders regarding configuration and system functionality to automate processes and address business issues.
• Candidate must be responsible for Tier 1/Tier 2 application support, issue resolution, escalations & supports change/release management.
• Candidate will be responsible for quality, timeliness, and delivery of end results for application support
• Ability to handle incidents, problems, and change at Group level. Calm and analytical when faced with major incidents on critical systems.
• Identify improvement opportunities (proactive and reactive) and propose application enhancements where possible to achieve higher efficiency.
• Identifying and addressing operational, financial and technological risks within the business.
• Propose strategic solutions for continuous improvements in business.
• Assess business process and system inefficiencies / challenges.
• Building and maintaining relationships with key stakeholders.
• Identifying and capitalizing on improvement opportunities.
• Identifying innovative ways to increase client satisfaction.
• Provide leadership to team members and peers by collaborating with others; articulating ideas and viewpoints to senior management, peers and others; identifying and initiating projects; managing resources; driving the resolution of issues; and holding self and team accountable for results
• Performs other duties and functions as assigned
• People Manager will be responsible for defining KPIs, Objectives, Performance/PDR Review, Training, Interviews, Growth & Carrier development
• Strong verbal and written communication skills to effectively engage, persuade, influence and articulate technical issues and solutions to a variety of stakeholders & to the development team
• Create a positive & non biased environment for the team to share their knowledge, new ideas & opinion
• Ensure team coordination amongst teams (HQ, Hong Kong / Malaysia / India / etc.)
• Prior hands-on experience working through the design, development and release cycle delivering software
• Ensure the COFITIL/JIRA ticket SLAs are met without any breaches
• Responsible for escalating issues/request at group level
• Should be a source of new ideas to improve processes efficiencies
• Conduct training for the team members/other teams (as & when needed)

Skill set:

Ability to coordinate with several business teams, IT professionals and business analysts in different project development phases in both technical and business perspectives

• Excellent verbal and written English communication and presentation skills
• Good interpersonal and customer interfacing skills
• System problem solving, organization and management skills
• Strong analytical skills and able to think strategically

PERSONALITY TRAIT:

• An ability to think innovatively and creatively
• Positive “can-do” attitude
• Proactive, dynamic, able to work independently yet a good team player
• Mature, capacity to operate under stress and can meet tight deadlines
• Result and customer oriented
• Have the ability to influence and negotiate with others.

Interview Process :

• Functional / Technical & HR round of Interview