Application Owner & Support Manager - APAC

The Adecco Group Malaysia is seeking a dynamic Application Owner & Support Manager for an exciting APAC-level role, based at our Kuala Lumpur office.

Role: Application Owner & Support Manager (APAC)

Reporting to: APAC IT Hub Director, Head of IT Asia

Location: Hub in KL

Job Responsibilities :

Manage relationship between IT and key users and business representatives

Act as IT Service Owner for Application Maintenance and Support (AMS) supplier scope's applications

Be the key contact point from IT for any applications support related matter such as Level 2 and bug fixing (for non-AMS applications)

Own relevant applications controls and risks, including identification, self-assessment, remediation, and mitigation plan.

Ensure relevant personnel within Solution Delivery Management clearly understand Business Customer requirements and the functional analysis to ensure they deliver the right solution

Continuously assess the current operational state of the business, identify weaknesses and opportunities, put forward new/fresh innovative perspective to improvement initiatives

Manage application support team and coordinate any other IT solution stakeholders

Establish effective working relationship with outsource support services to ensure alignment and no gaps in supporting the business, both in terms of functional and technical support for applications support scope that remain in-house.

Main Accountabilities :

Work in close collaboration with stakeholders to understand business needs and priorities

Ability to effectively communicate in business and technical language between business and outsource support services team to articulate ideas and technical terms clearly and concisely

Service Ownership accountable for AMS applications performance & availability, Change Request (CR) & Service Enhancement Request (SER) review & approval, and Total Cost of Ownership (TCO)

Service Delivery (Application Support) management of post live business systems (applications) that is not part of Application Maintenance and Support (AMS) supplier scope:

- Level 2 support

- Problem Management (perform investigation, engage Solution Delivery or PROD for Apps or Infra for any changes in the respective areas)

- Level 3 escalation - Change/Enhancement Requests (requirements, coordination of UAT with user/sign-off)

- Respective Business Applications Reports enhancements

Production support for business systems (applications) that is not part of Application Maintenance and Support (AMS) supplier scope:

- Business Applications user administration

- Setup the necessary Infrastructure supporting the business applications for the respective phases (Dev/Test/Staging/Training/PROD)

Ensure regular quality control reviews, alignment meetings are taking place with suppliers, vendors, IT stakeholders and business representatives.

Self-starter with leadership potential who can work independently and in matrix style teams on tasks and projects with limited supervision

Professional & Leadership Experience:

6-8 years of experience in an Application Support or Solution Delivery position with comparable complexity with 3 years of team management experience.

Ability to explain complex, technical matters in a simple language

Delivering to, and successful management of, stakeholder expectations whilst working in a fast-paced environment and to tight deadlines, budgets and resources

Consistent and continuous customer focus in a demanding environment

Experience in both a multinational and multi-cultural environment would be an added benefit

Experience of Managing and Coaching Teams

Experience of engaging with Senior Leaders/ Stakeholders

Good to excellent command of English, another Asian language appreciated

Education & Training

University degree preferably in an IT technical subject

ITIL Foundation V4 certification