Job Description

Job Title : Application Support Manager ROLE PURPOSE : Plan and manage the delivery of efficient and reliable support and maintenance services of IT solutions by ensuring maximum system uptime and optimal system response time with minimal business disruptions for information accessibility, business operations efficiency and increased organisation productivity that contributes to the Bank\'s IT strategy and roadmap. PRINCIPAL ACCOUNTABILITIES : Manage and provide leadership to a team of application support personnel to ensure application support services are provided in proactive, timely and effective manner. Constantly manage communication and relationship with higher management (up to C-level), direct supervisor, peers and subordinates Manage application support and maintenance activities to ensure availability and continuity of business services through proactive and stringent monitoring of incident and problem management and in accordance with IT standards and best practices, including problem escalation process to management and business users Manage the agreed service level agreements (SLAs) by collaborating with business users and service to provide timely and satisfactory support services which include pro-active technical advice and guidance on the usage of supported application/software, application/software updates and the impact to business Manage the performance of service providers in delivery of IT solutions, maintenance and support services including their compliance to BNM\'s IT policies, guidelines and procedures. Monitor problem resolution process and activities to manage the expectations and confidence of business users through the delivery of proactive and timely IT services Continuously keep abreast with technology development to enable optimisation of the Bank\'s IT infrastructure and application for the improvement of IT solutions delivery to business users Build and maintain relationship with external expert and peers in other organizations in order to benchmark and research appropriate technology and processes for enhancing IT solutions and services in the Bank. QUALIFICATION / EXPERIENCE : Academic Qualifications: Bachelor degree or higher qualification in Computer Science, Information Technology , Information Systems, Software Engineering or relevant professional qualification Experience: At least 6 years working experience in leading application support team Knowledge: Application system support in areas of Microsoft 365 cloud application suite, public facing website, Open API platform and ITIL. Certification in ITIL and cloud computing are an added advantage. TECHNICAL COMPETENCIES Emerging Technology IT Systems and Technology Technical Architecture System Development LEADERSHIP COMPETENCIES Acts for the Greater Good Integrated Thinking Environmental Awareness Holistic Collaboration Engage and Influence Stakeholders Organisational Understanding Leveraging on Strategic Relationships Empowerment with Accountability Build Team Capability Drive Performance Excellence Executive Maturity Self Confidence CRITICAL SUCCESS FACTORS : Ability to engage with stakeholders (higher, parallel and below) to understand their needs, analyse and identify the right actions to ensure application services availability Ability to manage IT project implementation comprising diversified teams from user departments, vendors and IT infrastructure teams to ensure smooth implementation of system. CHALLENGES : Continuously enhance necessary skills with the technology advancements for effective and efficient IT solution delivery and support Ability to provide reliable and effective application support in meeting the service level agreement and minimise disruption to business operation Ability to work after office or during weekends, and travel to recovery site (whenever required) for project activities and for system support IT System Support and Maintenance IT Project Management Procedure, Systems and Methods Cloud Computing

foundit