Application Support Lead

Application Support Lead

Net2source LLP
Kuala Lumpur
4 - 10 Years
Not Specified

Job Description

Key Objective

• Providing application delivery support to meet business need global/regional based

• Triage new Incidents as they are received, prioritize appropriately and ensure that critical and non-critical issues are addressed in a timely manner
• Design and implementation of support processes using ITIL best practices
• Communicate directly with internal stakeholders, actively seeking resolution to incidents and responding to queries.

Major Duties and Responsibilities

• Provide, improve and enhance stability of IT application to business operation by gradually reducing tickets through root caused analysis and proposed permanent fixed to respective team
• Monitor Application service level compliance, help in reducing risks and defining mitigation plans and assist in resolving issues when required
• Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons learnt
• Adhere to compliance policies and enforce operation procedure • Drive for operational excellence of business as usual processes
• Provide regular and accurate reports to stakeholders as appropriate
• Prepare achievable/improvement plans and track activities schedule
• Ensure support plans are defined for all projects and appropriate support staffing plans are included in project funding
• Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
• Participate in the planning and coordination of regular product releases/enhancement
• Identifying, assessing and managing risks to the success of business as usual processes
• Participate in the planning and coordination of quarterly product releases for our customer base
• Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
• Liaise with the various local and international support groups for Incident and Request Tasks escalation
• Act as incident manager and communicate outages to respective stake holders and management
• Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents
• Develop/enhance appropriate processes and procedures.

Job Description

• Analyze the reoccurring Incidents and Requests and proposed the permanent solution/best practices
• Maintain the Service Now ticketing system, Service Catalogue guidelines and procedure documentation.

Essential Criteria

• Bachelor degree in Computer Science, IT or Engineering
• At least 5-10 years of experience in information technology, systems integration, consulting or development
• Highly motivated, results-driven, and able to multi-task
• Excellent communication and interpersonal skills, and able to work well with cross-organizational teams
• Experienced in handling application Support and Operations
• Excellent knowledge in handling business applications technicality and functionality
• Excellent in customer service (customer focused) with a consultative style of communication when addressing issues and solutions
• Excellent in analytical thinking, problem solving and negotiation skill
• ITIL foundation Certified at minimum, advanced certificate will be benefit
• High capability to handle business/ customer complaints and queries effectively
• Ability to lead and manage staff, contractors and teams
• Experience in engaging with internal and external stakeholders on defining business requirements
• Flexible, when the urgency is required to work beyond office hours.


• Insurance Knowledge
• Understanding of App Dynamics or willingness to learn
• Data Interpretation
•Willingness to go the extra mile.

Net2Source is a Global Workforce Management Solutions company with over 2200+ employees globally and over 30+ locations in the US and operations in 20 countries. With an experience of over a decade, we offer unmatched quality services to clients by developing an in-depth understanding of their business needs, providing right talent at the right time and tailor-made solutions for applications development, software implementations, and other services, which allows clients to focus on expanding their business and achieving their goal.

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