Application Support managerSB Finance Co

Job Description
Job Summary:
As Applications Support Manager, you will be responsible in overall management of Application Production Support, mostly within Loan Management related applications. Manages the team to provide fast response and recovery for application/batch related incidents. Oversights application of break fixes, initial investigation/ diagnosis and documentation of issue isolation. Perform root-cause analysis review and implement permanent fix to ensure issues don't re-occur. Review systems and platforms to introduce new processes and improvement initiatives or new technologies to optimize and make our systems stable. Lead team to perform daily system hygiene and pro-active monitoring of key system processes such as number of users, transaction volume and concurrent connections/threads. Handles the business and operational efficiency of his team.
Duties and Responsibilities:
Develop, implement, and maintain procedures on application support services with proper documentation. Monitor incidents to team to ensure it is addressed within agreed SLA. Work with systems delivery team and business for priority fixes/releases. Review capacity/utilization of application environments to maintain stability and future demands. Conduct system process assessment to identify possible failure points and provide improvement. Maximizes usage of Resource Plans, Budget and Manages resources of the team.
Monitor application defects and program fixes released. Work closely with IT Infra team for smooth operation of shared systems infrastructure. Perform pro-active monitoring of critical processes and system parameter adjustments based on volume projections across all platforms. Coordinate with relevant teams (internal and external vendors) for timely resolution of reported production issues and post mortem Root Cause Analysis discussions. Provide timely reports on ongoing issues, closed incidents and identified problematic trends.
Develop and maintain application BCP/DR procedure is up-to-date. Conduct DR/BCP simulations as per plan and schedule. Prepare and provide necessary DR/BCP documentation to Audit or BCP Teams.
Manages and supervises subordinates in accomplishing objectives and quality of work. Handles KRA and KPI setting. Allocate resources and personnel. Perform coaching and regular 1:1 with all members of your team.
Qualifications:
Graduate of Computer Science, Information Technology, Engineering, or other related courses. Certification in relevant IT/PM related subjects will be an advantage.
At least 8 years of I.T. & Application support experience, including people management. Knowledgeable in software quality assurance (SIT, UAT, QA)
Understanding of and ability to integrate all systems including operating systems, Banking applications, network, and databases.
Should possess leadership skills, communications skills, and writing skills Should be highly dedicated, motivated, pro-active, engaged, and with strong sense of ownership. Should be able to lead/facilitate discussion on banking-related applications and systems with the different Bank's Business/Operations groups
Amenable to work in a hybrid set-up