Key Responsibility:

• Leads and manage applications services under responsible areas to ensure BAU stabilization and meet expected incident SLA and system availability level defined per on/off peak time/period
• Performs root cause analysis (RCA) to immediate troubleshoot issues and perform issue resolution (short term. Medium term and long term) within incident SLA along with proactive/reactive action.
• Perform BAU system set up, bug fixing & small CRs with IT implementation methodology (build, test, deploy) aligned to company security and business objectives and strategy.
• Lead and manage system monitoring process to ensure data quality and integrity in production is always accurate and available for key stakeholders and business processes that depend on it.
• Lead and manage regular IT audit checks on recorded calls, incidents and provides feedback to team members to ensure procedures are followed and quality is improved
• Lead and manage regular system patch upgrade with product owner & business stakeholders
• Lead and manage IT service & support operating model and procedure in responsible area to ensure team is able to support BAU & business stakeholders smoothly especially month end & year end financial closing activities
• Manage support workbook and control. Ensure knowledge base has been well organized and keep up-to-date.
• Responsible areas for
  • Ordering and Supply Chain systems
  • Warehouse Management systems
  • Transport Management systems

Qualification:

• Bachelor Degree or higher in Computer Engineering, Computer Science or related fields.
• At least 3 years experience in IT Retail or IT services as the manager or management roles
• Good communication, problem solving and cross cross-group collaboration skills
• Good command of written and spoken English
• Ability to prioritize, track and manage a large number of divergent tasks and action items
• Strong ability to analyze user requirements, make recommendations and implement solution
• Strong presentation and interpersonal skills
• Ability to prioritize and execute in high-pressured environment
• Call handling experience in IT Service Desk environment with exceptional customer focus and root cause analysis
• Programming languages and logics, especially on SQL programming