We are seeking a highly skilled and motivated Application Support Lead to oversee the efficient operation of our application support team. The ideal candidate should have experience in providing support for either SAP or Salesforce platforms, preferably within a manufacturing or services environment. The successful candidate will lead a small team, manage support and production issues, ensure timely resolution of tickets, and maintain adherence to SLAs. This role will also involve conducting root cause analysis, driving process improvements, and implementing best practices to enhance the overall effectiveness of our application support function.
Lead and mentor a small team of application support specialists, fostering a collaborative and productive working environment.
- Provide guidance, training, and development opportunities to team members to enhance their technical and problem-solving skills.
- Manage and prioritize incoming support tickets and production issues related to SAP or Salesforce platforms.
- Work closely with the support team to ensure swift and accurate issue resolution, meeting or exceeding defined SLAs.
- Escalate critical issues to appropriate stakeholders and collaborate with cross-functional teams to resolve complex problems.
Root Cause Analysis:
- Perform in-depth root cause analysis on recurring issues to identify underlying problems and implement permanent solutions.
- Collaborate with relevant teams to address systemic issues, reducing the frequency and impact of incidents.
- Continuously evaluate and enhance the application support process to streamline workflows and increase efficiency.
- Identify opportunities to automate routine tasks and processes, reducing manual intervention and minimizing errors.
Best Practices Implementation:
- Define and implement best practices for application support, incident management, and problem resolution.
- Foster a culture of continuous improvement within the support team, encouraging the adoption of industry best practices.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience 4-5 years providing support for SAP or Salesforce platforms, preferably within a manufacturing or services environment.
- Strong leadership skills with experience in leading small teams and managing their performance.
- Excellent problem-solving abilities, with a track record of conducting root cause analysis and implementing effective solutions.
- Solid understanding of ITIL principles and incident management best practices.
- Exceptional communication skills to liaise with technical and non-technical stakeholders.
- Experience with process improvement methodologies (e.g., Six Sigma, Lean) is a plus.
- Relevant certifications in SAP, Salesforce, or ITIL are desirable.
Argyll Scott Singapore Pte Ltd
EA License No. 16S8105
Koh Ching Wen (Xu Jingwen)
EA Reg No: R1108631