- Manage a team of support analysts, providing guidance and direction as needed.
- Ensure timely resolution of customer issues and concerns, prioritizing issues based on severity and impact.
- Collaborate with development team to troubleshoot and resolve system issues.
- Identify opportunities for system improvements and work with development team to implement new functionality
- Develop and maintain support documentation and training materials.
- Monitor system performance and proactively identify potential issues before they impact customers.
- Provide regular status updates to senior management and stakeholders.
- Performs incident, problem, and escalation management for own area of responsibility.
- Prioritizes incidents without escalation.
- Capable of multi-tasking and running/scheduling meetings
- Strong verbal and written communication skills
- Customer service experience
- Must be aware of any Incident Management tools used in industry like Remedy, Service Now(preferable), Jira.
- Must possess Universe or only other mainframe basic skills – be able to enquire, edit and familiar with TCL commands.
- Must possess Microsoft SQL server 2008 and above - or any such equivalent databases like DB2, Sybase.
- Must have basic IT architecture knowledge and be familiar with SDLC cycle.
- Must have good problem-solving skills.
- Good to have ITIL skills and preferably certifications on ITIL V4 foundation.
- Ability to work well under pressure and manage multiple priorities.
- Be able to drive processes and make improvements when necessary .
Application Support Manager - Kuala Lumpur, Malaysia - Zurich Insurance Company
Description
Job Summary
We are seeking an experienced Application Support Manager to oversee the day-to-day operations of our insurance software systems ranging from web apps, core system and mobile application. The successful candidate will be responsible for managing a team of support analysts and ensuring the timely resolution of customer issues and concerns. The Application Support Manager will also work closely with our development team to identify and resolve system issues and implement new system functionality.
Job Responsibilities
Job Qualifications
Required:
Bachelor's degree (or equivalent) in Information Technology and 5 or more years of experience in related field. Experience managing a team of support analysts. Excellent problem-solving and analytical skills.
Technical Skills: