Assistant Application Support Manager

Snapshot of the role:

We are looking for a skilled Assistant Application Support Manager to provide expert guidance and technical support for daily business applications, including ERP systems. This role focuses on resolving application and system issues, optimizing operational performance, and ensuring an outstanding user experience across the organization. You will be responsible for reducing incidents, enhancing customer satisfaction, and delivering high-quality solutions within service level agreements (SLAs).

You are driven to:

• Provide day-to-day support to internal users on business applications (ERP and other systems), offering guidance and troubleshooting assistance.
• Resolve IT application and system issues efficiently to ensure minimal disruption across the organization.
• Monitor, implement, and track support requests to improve operational performance and enhance the customer experience.
• Prioritize and reduce incidents, ensuring compliance with service level agreements (SLAs), while maintaining a strong focus on customer satisfaction.
• Document problem statements, update relevant application documentation, and develop business cases to propose solutions for continuous improvement.
• Identify, communicate, and escalate potential support risks to the appropriate stakeholders when necessary.
• Participate in testing, training, and knowledge transfer activities to empower users with the necessary skills and information.
• Deliver business requirements within agreed timelines while ensuring the highest standards of quality control and customer satisfaction.
• Analyze data and identify opportunities for improvement through deep dives into analytics, based on business priorities.

What you’ll need to succeed:

• Candidate must possess at least a Degree or Master in Information Technology or Computer Science.
• At least 3 - 5 years experience as an application support with good customer-centric and strong passion in customer support.
• Strong knowledge and experience in supporting Infor M3 ERP (preferably on Supply Chain Management solutions) and / or farm management systems will be of added advantage;
• Good knowledge and experience installing and configuring MS SQL Server database or any relational database systems. Knowledge of scripting languages will be of added advantage.
• Experience on data analysis including management of centralized master data will be of added advantage.
• Ability to prioritize and manage multiple tasks efficiently within tight deadlines.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Proficiency in documenting issues, processes, and solutions, with a focus on continuous improvement.
• Willing to be based at Bukit Jelutong, Shah Alam.