Due to rapid expansion and business needs, we are now looking for an Application Support Manager.

• Lead and manage a team of local and overseas Application Support Analysts to provide a high level of service support to our existing clients. This includes, but not limited to:
  • ensuring that all support tickets and service requests are handled, escalated appropriately and resolved timely and effectively, in alignment to company internal standards and business SLAs obligations
  • working with internal teams to provide new clients with a seamless and smooth transition from implementation to support
  • ensuring high levels of clients’ satisfaction through transparent communication and delivery of service quality
• Act as the main escalation point for all critical, complex, high impact and outstanding issues and ensure that relevant personnel or teams (eg: development) take appropriate and timely actions to handle and resolve these issues, in alignment to our business SLAs obligations and internal standards
• Monitor all outstanding tickets and ensure that they are escalated appropriately and timely to the relevant personnel or teams
• Take main responsibility to ensure that all outstanding tickets are resolved timely and effectively, in alignment to our business SLA obligations and internal standards
• Work with management and internal teams to establish, refine, improve and enforce support processes, SOPs and incident response procedures that align with our internal standards and business SLAs obligations
• Drive and achieve continuous improvements in support quality, response time, issue resolution and end-user satisfaction
• Define roles, responsibilities, and performance expectations (goal setting) for the application support team. Conduct regular performance reviews and provide relevant knowledge transfer and training
• Involved in and contribute to audit, compliance, and regulatory reporting as needed

• Ensure adequate support coverage that aligns to our business SLAs obligations, including planning and enforcing an “after work hour phone support” work roster
• Ensure application uptime, performance, and availability meet business SLAs obligations
• Implement proactive monitoring tools and processes to detect and prevent issues
• Collaborate with internal teams such as Cyber Security and Development for system upgrades, patches, and environment maintenance
• Work with Product and Development teams on bug fixes, release management, and new feature rollouts
• Regularly update internal and external stakeholders on incident status, planned outages, and application performance

• Ensure proper testing and documentation for production deployments
• Support end users during UAT, cutovers, and major upgrades

• Assist the sales team to provide accurate and compliant responses to RFP (Request for Proposal) and other information requests
• Any other ad-hoc requests or duties

• Minimum 5 years of experience in application support, with at least 1 year in a leadership role supporting an enterprise application software
OR
• Minimum 5 years of experience in a risk management, analysis or operations role in an oil or commodity trading company (Experience in using an E/CTRM software is useful)

• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Desk)
• Technical knowledge of databases (SQL), integration layers, cloud platforms, APIs, and scripting for diagnostics or automation
• Familiarity with ITIL practices, especially incident and problem management
• Excellent communication, stakeholder management, and conflict resolution skills

To apply, please email recruit@coretrm.com

We regret that only shortlisted candidates will be contacted.