Manager, Digital Support

Key Responsibilities

Support Operations & Team Leadership

• Lead day-to-day operations of the Digital Support team including Executive and Assistant Manager levels.
• Manage workload distribution, SLA enforcement, and performance evaluation.
• Ensure escalated issues are addressed efficiently and documented accurately.

Support Planning, Standards & Execution

Define and enforce consistent support procedures, escalation protocols, and communication standards.

Lead incident reviews, trend analysis, and knowledge-sharing activities to minimize recurring issues.

Application Monitoring & Problem Resolution

Monitor key system health indicators and ensure timely execution of preventive maintenance tasks.

Analyze and resolve critical incidents, identifying root causes and initiating long-term corrective actions.

Project Rollout & Change Support

Oversee team involvement in UAT, guide deployment readiness, and review training or support materials.

Ensure changes are well communicated to users and user training is delivered effectively.

Team Management & Development

Manage day-to-day performance and engagement of the digital support team.

Identify skill gaps and coordinate training, coaching, and on-the-job development activities.

Promote collaboration, knowledge sharing, and a continuous improvement mindset within the team.

Cross-Functional & Vendor Collaboration

Serve as the primary liaison for business users, project stakeholders, and external vendors.

Track vendor service levels, review fixes, and coordinate the implementation of system improvements.

Reporting, Documentation & Compliance

Review and validate monthly support dashboards, issue logs, and compliance documentation.

Approve and enforce the use of SOPs, support playbooks, and standardized templates.