APAC Regional Application Support Lead

2 days ago


Hong Kong Island, Hong Kong SAR China eTeam Full time

We are looking for an experienced APAC Regional Application Support Lead to join our eTeam team.

About the Role

The ideal candidate will have strong leadership skills and ability to manage production support requests, ensure customer satisfaction, and facilitate problem-solving between clients and development teams. You will also be responsible for participating in planning new releases and project change request schedules with clients and analyzing and troubleshooting problems effectively.

Key Responsibilities
  • Lead and manage production support requests
  • Ensure customer satisfaction through end-to-end support solutions
  • Facilitate problem-solving between client and development team (onshore and offshore team)
  • Participate with development team (onshore and offshore team) in planning the new releases and project change request schedule with client
  • Analyze and troubleshoot problems effectively while minimizing response time and resolution time with the team.
  • Prepare incident reports and working with client
  • Proactively optimize and automate support, monitoring procedures if applicable
  • Develop and setup incident management (Severity 1, 2,3, 4) and change request processes with client and development team.
Requirements
  • Degree holder preferably in Computer Science or Engineering disciplines
  • Min 8 - 10 years of professional experience in application management support projects, ideally from IT Consulting
  • Need to have at least 2 + years exp of solid PM/Assistant PM experience
  • Solid experience in project management, production incident management and communication
  • Hands on experience in coordinate, lead and prioritize production support
  • Experience on confirming enterprise standards in terms of production support, system change
  • Able to lead sizeable on/offshore team to achieve these goals
  • Strong experience / knowledge in project management tools, techniques, and systems development methodologies and lifecycles, including Waterfall and Agile
  • Sound Knowledge in SAP application technology: Java/.Net/ETL/Package Solutions
  • Excellent client facing and communication skills
  • Ability to foster and build relationships, engage and influence others, work with diverse internal and global business units
  • Good command of written and spoken English and Chinese (Putonghua is an advantage)
  • Certification on Project Management will be an advantage
  • Previous IT experience in consulting firm or services vendors is a plus
  • Candidates with more experience would be considered as Senior Manager


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