Assistant Application Support Manager
Location: Ho Chi Minh, Viet Nam
Type: Full Time
Min. Experience: Experienced
JOB SUMMARY
In this role, you will play a crucial part in oversee and manage the application support team and ensure the smooth operation of critical business applications.
JOB DUTIES
Team Leadership and Management
JOB REQUIREMENTS
In this role, you will play a crucial part in oversee and manage the application support team and ensure the smooth operation of critical business applications.
JOB DUTIES
Team Leadership and Management
- Lead, mentor, and motivate a team of application support analysts, providing guidance, performance feedback, and professional development opportunities.
- Define and allocate team resources effectively to achieve departmental goals and service level agreements (SLAs).
- Conduct regular team meetings, and one-on-one coaching sessions.
- Foster a collaborative and positive team environment conducive to high performance.
- Ensure timely and effective resolution of application incidents, service requests, and problems.
- Manage the incident, problem, and change management processes related to applications.
- Monitor application performance and availability, proactively identifying and resolving potential issues.
- Develop and maintain comprehensive application documentation, knowledge base articles, and troubleshooting guides.
- Implement and enforce standard operating procedures (SOPs) for application support.
- Monitor and evaluate testing quality to ensure delivery quality
- Ensure adherence to ITIL best practices and relevant industry standards.
- Work with developers to ensure their solution design can satisfy user stories and acceptance criteria
- Ensure acceptance criteria and any other test conditions are met before concluding a story is complete
- Ensure that clear testing plans have been documented and executed before releasing software
- Work with the development team to ensure automated testing is baked into the solution
- Identify and document system deficiencies and recommended solutions
- Collaborate with other IT teams (e.g., development, infrastructure, security) to ensure seamless integration and support of applications.
- Communicate effectively with business stakeholders about application status, incidents, and planned maintenance.
- Manage escalation paths and ensure timely communication of critical issues to relevant stakeholders.
- Participate in the development and maintenance of disaster recovery and business continuity plans for critical applications.
- Assist with testing and validation of recovery procedures.
- Ensure compliance with organizational policies, security standards, and regulatory requirements.
- Maintain comprehensive documentation, including application configurations, incident logs, and support procedures.
JOB REQUIREMENTS
- Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or related fields
- 3+ years of experience in IT application support, with at least 1 years in a managerial role
- Proficient in IT service management tools and frameworks, such as ITIL.
- Strong understanding of enterprise applications, databases, and integration.
- Experience with cloud platforms like AWS.
- Excellent problem-solving, analytical, and decision-making skills.
- Strong leadership and interpersonal communication skills.
- Strong verbal and written (Vietnamese and English) communication skills
- General insurance industry background and knowledge is preferable but not required
