Job Purpose *

Application Support Service Delivery Manager is to ensure best in class support, uptime and stable usage of the application. The role is to lead the support team and act as a point of contact with clear responsibility for both enforcing adherence to Service Level Agreement (SLAs) and providing management reporting.

Key Responsibilities *

Point of Escalation

? Actively participate and take ownership of issues reported in managing the Incident/Problem Management and Change Management processes.

? Perform management reporting for the system performance level on a weekly/monthly basis and report to supervisor and stakeholders

? Provide support on an ad-hoc basis.

Enhance and Monitor Key Performance Indicators for entire Support team

? Produce realistic and achievable Key Performance Indicators that measures the performance of each Support subordinate as an individual and as a delivery team.

? Communicate Key Performance Indicators to subordinates in a clear manner.

? Provide performance review to leads based on KPIs on quarterly, half yearly and annual basis.

? Track, monitor and approve individual performance reviews and promotions.

Relevant Work Experience

? Total experience of around 10 years of IT Support and Operations with a total experience of 3 years as an Support Manager

? Experience in Service Level Agreement (SLA) / Operational Level Agreement (OLA) management

? Involved in application related Disaster Recovery and Business Continuity management

? Experience in troubleshooting systems in banking environment

? Experience in IT banking environment & knowledge in IT Support

? Exposure with automation scripts.

? Strong Experience in writing custom scripts for automated deployments – Unix/Shell Scripting

? Knowledge and use of virtualization and containerization desirable

? Experience with Java/J2EE application development is preferable

? Good understanding of database skills;

? Good understanding of risk issues and prevention of risk/cyber related incidents

? In-depth, architectural understanding of Application stacks to invoke COB/Resiliency when required

上班地址：望京路6号奔驰大厦