Manager, Applications Support

JOB RESPONSIBILITIES

• Applications Management, Continuous Improvement & Software Development
• Ensure high availability and stability of business applications.
• Conducting all related technical gaps/matter with specific KB of the impacted applications.
• Continue improvement to minimize system downtime and recurring issues.
• Design and development process improvements including participate with vendors and other release mgmt
• Service Delivery & SLA Performance Management
• Ensure delivery of technical & support services according to SLA
• Monitor service quality, response times, resolution times, and customer satisfaction
• Prepare operational dashboards, management reports, and service performance metrics
• Coordinate with vendors and third-party providers to ensure support commitments are met
• System Monitoring, Stability & Operational Excellence
• Ensure all implemented applications are onbaord into the NOC for 24/7 monitoring for automation alert with dashbaord
• Ensure proper log management, performance tuning, and capacity planning
• Identify opportunities for process optimization and operational improvement
• Work closely with business, product owners, IT teams, infrastructure teams, partners and external vendors
• Incident, Problem Management & Root Cause Analysis
• Manage critical incidents and coordinate issue resolution
• Perform root cause analysis (RCA) for major problems
• Implement and/or proosal for the preventive actions to avoid repeated incidents
• Maintain incident and problem management reports
• Technical Lead, Team Leadership & Management
• Lead and supervise the technical and applications support team effectively
• Assign tasks and manage support schedules/on-call rotations
• Develop team skills through coaching and training
• Maintain high team productivity and service quality

JOB REQUIREMENTS

• Bachelor’s degree in Computer Science, Software Engineering, or a related field (Master’s preferred).
• Fullly comprehensive of logging, tracing, and alerting for visibility into integration transactions.
• Deep understanding of interface mapping, contract-first API design, and payload transformation
• 8-10 years in enterprise application support including CBS, TX, Digitalizations (Mobile Banking, iBanking, Merchant, Bakong,CIFTP, NCS, PSP, PTU…), Spring API, WSO2 middleware, payment integration, database Oracle, PostgreSQL knowledge, SDLC, and ITIL concepts
• Experienced managing legacy-to-modernization transitions (monolith to microservices)
• Collaboratively with DevOps team to automate builds, tests, and deployments of integration artifacts
• Analytical and structured thinker with strong problem-solving orientation
• Strategic thinking and problem-solving mindset
• Effective communicator with ability to engage cross-functional stakeholders
• Strong communication and stakeholder engagement skills
• High sense of ownership, accountability, and integrity in managing sensitive information
• Proactive leadership with resilience under pressure and tight timelines
• Commitment to fostering a strong risk culture and continuous improvement mindset
• Professional appearance suitable for corporate settings
• Positive energy, confidence, and discipline for stakeholder engagements and management presentations.
• Willingness to travel occasionally for branch or operational site control reviews.