IT Manager, Application Support

Summary Responsible for providing Application Support in all stages of the Information Team Management (>5 people across regions). Capability to resolve incidents & minimize downtime by effectively managing & escalating issues through different support levels. Maintain high-quality support by implementing best practices and continuous improvement processes. What you'll do Responsible for providing Application Support in all stages of the Information Technology (IT) application life cycle related to Sourcing / Retail organization. Handle change requests, service requests, and incident tickets; ensuring proper ownership and closure of these requests/tickets. Create and secure appropriate approvals for planned and ad-hoc system changes. Perform escalation procedures to senior levels, annual capacity planning & ensure high availability of system uptime. Collaborate with Business Analysts, Architects, and Application delivery teams to drive ITIL best practices through Agile methodology. Confirm / Follow Service Level Agreements (SLA) with users, which includes the level of application support maintenance. Create documentation of the support services to be delivered based on each application’s functionality. Ensure Project Transition into Business As Usual follows the gate review. Manage the vendors' service quality and support standards in accordance with corporate policies and agreed SLA guidelines. Formulate a problem-solving & decision-making approach to handle issues for a given application’s problems. Assess the need for training and plan for training sessions. Prepare & Present Weekly and Monthly Reporting keeping teams accountable for their tasks. Support IT audit activities when required / Maintain clear visibility of Active User Account / Password guidelines & Roles assignment. Strong team player managing a team of 6 people across regions. What you'll need Degree in Engineering, Computer Engineering/Science or Information Technology. At least 7 to 9 years of relevant experience in Application Support and Operations. Experience with PLM is required (Centric Software, CBX, Bamboo). Experience in Sourcing operations/ Retail environment is a bonus. Must have handled activities like incident management, problem management, release management, root cause analysis, deployment, and monitoring. Understand Software Development Life Cycle (SDLC), experience working with business users, various IT teams, and vendors in managing project cost and project risk. Experienced with ERP (SAP, PLM, In-house bespoke Applications), Reporting domains. Excellent team player with the ability to communicate across all levels within the organization. Positive attitude & able to work under pressure. Managerial experience required. Excellent technical troubleshooting & problem-solving skills. Good level in English is a must. Strong interpersonal & communication skills. What you'll receive We are dedicated to fostering a family-friendly culture and work environment. We are an equal opportunities employer and welcome applications from all candidates with the required skills and experience. We enable fair pay within the company by creating non-discriminatory salary systems. Working at Lidl & Kaufland Asia is rewarding, in every sense, because we give you the training to succeed in your role and plenty of opportunities to progress your career here. We are accredited as a Fair and Progressive employer by the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP). Market Leading Remuneration Package: Annual wage supplement and discretionary bonus Life Insurance Medical Insurance Supportive Environment: Out of Office leave for important appointments In-house training courses Training sponsorship scheme Work-life Balance: 5-day week Competitive Annual Leave Charity, Community and Sporting Events If you are not invited for an interview within 4 weeks, we regret that your application was not suited to this vacancy. For more company information, please feel free to visit: Personal data collected will be used for recruitment related purposes only and will be destroyed after 12 months. Location: Lidl & Kaufland Asia Pte. Limited | Singapore — 18757.4 km 30 Pasir Panjang Road 12-31/32 Mapletree Business City 117440 Singapore Contract Type: Full Time Entry Level: Experienced IT Reference no: 492085#J-18808-Ljbffr