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    Application Support Manager - Kuala Lumpur, Malaysia - Bank Negara Malaysia

    Bank Negara Malaysia
    Bank Negara Malaysia Kuala Lumpur, Malaysia

    2 days ago

    Default job background
    Full time Accounting / Finance
    Description
    Regulatory, Internal Approvals & Cloud Digital Operations Platform
    • 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 Oracle Fusion cloud application suite (human capital management, financial management & procurement), end user client tools and ITIL. Certification in ITIL and Oracle Fusion are an added advantage
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