Objective of the Role:

• Provide essential technical support for various applications, system-level software, compilers, and general computing applications.
• Manage the local application support team to meet business unit requirements and demands, aligning with business and IT strategies.
• Establish and maintain a strong application support network, both locally and regionally.
• Keep the department head informed on project status, business requirements, application support, and information security topics in a timely and adequate manner.
• Develop reporting pipelines and dashboards using tools like SQL and Power BI.

Tasks:

Operational Excellence

• Service Management: Ensure high business partner satisfaction by providing value-creating IT services.
• Business Engagement: Conduct strategic discussions with business partners.
• Process Improvement: Review and enhance IT support processes, focusing on ITIL maturity.
• Issue Resolution: Ensure timely logging, documentation, and resolution of 1st level issues, with escalation when necessary.

IT Projects and Business Consulting

• Project Management: Monitor, track, steer, support, supervise, and manage IT projects through all phases (planning, building, roll-out), groups, and committees.
• Consultation: Provide support and consultation on processes, IT applications, systems, and services to business partners.
• Compliance: Ensure IT projects adhere to IT guidelines and standards.
• Business Integration: Coordinate, plan, and execute local, regional, and global initiatives, engaging relevant business partners.
• Stakeholder Communication: Conduct regular meetings with business users for updates on issues and process/application consulting.

High Performing Team

• Employee Development: Manage and increase employee satisfaction and commitment through training, skill development, and role enhancement for subordinates.

IT Security and Remediation Controls

• Application Security: Uphold application security (user & data) through proper authorization processes, documentation, and logs. Liaise with business partners for discrepancies and conduct regular security role checks.
• Remediation Controls: Manage and improve current remediation controls related to application support processes.

Education/Working Experience:

• Minimum 5 years of professional experience in IT (Plan/Build/Run).
• Graduate or Post Graduate Degree in Information Technology or equivalent.
• Management experience in IT, including strategy development, financial planning, and controlling.
• Experience in IT service management (Business requirements, IT services, SLAs, etc.).
• Experience in negotiating with internal and external suppliers.

Knowledge / Know-how:

• Project Management expertise.
• Ability to lead people and manage a support team.
• Strong problem-solving, communication, and teamwork skills.
• Strong understanding of JSON, XML, HTTP, and web services.
• Strong technical background in Microsoft, SQL, etc.
• Familiarity with tools like Postman, Swagger/Open API, and Soap UI.
• Fast thinking, logical, and pragmatic approach.
• Fluent in spoken and written English.