We are looking for an experienced Senior Operations Manager to lead our regional application support operations. In this role, you will lead a team of Application Support Specialists in driving high performance, accountability, and operational excellence across our digital application ecosystems.
The ideal candidate possesses strong leadership abilities, strategic analytical skills, and extensive experience in optimizing support workflows to deliver a customer-centric service experience globally.
Basic Qualifications:
- Education: Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related field.
- Experience: * 8–10+ years of hands-on experience in IT application support and digital platform operations.
- 4+ years in a direct team management or leadership role, specifically overseeing application support professionals.
- Proven track record of managing and scaling support operations within regional or global environments.
- Domain Knowledge: Extensive domain expertise in Human Resource Management (HRM) and Payroll systems.
Note: Candidates with less experience may be considered for the Operations Manager position.
Roles & Responsibilities:
- Direct Team Leadership: Serve as the direct manager for the Senior Application Support Specialist and junior staff, conducting performance reviews, setting KPIs, and providing mentorship.
- Incident & SLA Governance: Oversee incident investigations and ensure all critical issues are prioritized and resolved by the support team within established SLAs.
- Operational Excellence: Direct the strategy for ticket prioritization, escalation processes, root cause analysis (RCA), and continuous process re-engineering.
- Documentation & Training: Oversee the creation and maintenance of SOPs, and direct the development of comprehensive training materials for internal and external users.
- Cross-Functional Collaboration: Partner with senior stakeholders across Product, Engineering, and regional teams (APAC & Europe) to align support coverage and reduce technical debt.
- Strategic Client Relations: Manage high-level client escalations, ensuring professional service delivery and clear communication at all levels.
- Roster Management: Supervise and optimize team roster schedules to ensure seamless coverage across time zones, including weekends and public holidays.
Qualifications & Skills:
Required:
- Experience supporting applications in a regional or global environment.
- Advanced experience with enterprise IT ticketing, reporting, and collaboration systems (e.g., FreshDesk, Jira, Confluence).
- Strong understanding of modern IT service delivery models, digital ecosystems, and incident management.
- Exceptional leadership, communication, and interpersonal skills with the ability to influence cross-functional teams.
- Ability to work independently, manage high-impact incidents, and drive team deadlines under pressure.
- Fluency in written and spoken English. An additional Asian language adds advantages.
Preferred:
- Exposure to agile methodologies and cross-functional project environments.
- Knowledge of advanced data analytics and visualization tools (e.g., Power BI) to track operational metrics.
- Familiarity with scripting or automation tools to optimize repetitive support tasks and processes.
