Job Description

This role is to provide support and maintenance of software applications for customer 24/7/365 in shifts which include evening, night, weekends and public holidays. It also requires team management, task delegation and overall monitoring.

• Lead and supervise and ensure smooth operation and timely resolution of issue.
• Delegating tasks to team members as needed, ensuring clear responsibilities.
• Responding to and resolving user-reported issues related to software application via phone, email, and or ticketing systems during your shift.
• Ensure all support activities comply with service level agreement (SLAs) and quality standards.
• Monitor and prioritize incoming support tickets, ensuring that critical issues are addressed promptly and escalated as necessary.
• Handle escalated support tickets, providing high-level troubleshooting and issue resolution.
• Contribute to and maintain a knowledge base with solutions for frequently encountered issues.
• Provide excellent customer service by keeping users informed of the status of their request, troubleshooting steps and resolution timelines.
• Track, follow up and resolve any outstanding customer issue.
• Generate shift report for the management team, highlighting key issue resolution and any trends in application-related incidents.

Job Requirements

• Candidate with at least diploma in IT related field.
• At least 3 years of working experience in the related field.
• Strong experience in application support, preferable senior or leadership role.
• In-depth understanding of application workflow, software systems and common technical issues.
• Good command in written and spoken English, additional languages are always a plus.
• Good in SQL command and networking.
• Able to multitask, fast learner and setting priorities of work within deadlines.
• Product training will be provided.
• Friendly and positive attitude.

Skills