Job Description
Are you a proactive problem-solver with a passion for delivering exceptional application technology support? We’re looking for a Application Manager to champion 3rd Level support, drive service excellence, and play a critical role in resolving complex technical challenges. In this dynamic role, you’ll collaborate with cross-functional teams, leverage cutting-edge technologies like Google Cloud Platform, and develop scalable solutions that optimize performance. If you’re detail-oriented, adaptable, and thrive in fast-paced environments, this opportunity is for you!
WHAT YOU’LL CHAMPION
Ensure timely resolution of requests, issues, and incidents related to Application Technology support, adhering to SLAs.
Drive continuous service improvement by collaborating with 1st Level Service Desk, system vendors, and departmental representatives, minimizing the need for 3rd Level escalation.
Act as a 3rd Level Support specialist, improving the resolution rate for issues escalated from 1st Level teams.
Provide expertise in hardware and software setup, maintenance, troubleshooting, and problem resolution.
Deliver 3rd Level support for incidents and service requests across end-user computing and application environments.
Track, manage, and escalate cases logged by Service Desk and ICT teams, ensuring resolutions align with service levels.
Follow established Standard Operating Procedures (SOPs) to address issues effectively.
Exhibit strong analytical and problem-solving capabilities to resolve complex issues.
Maintain clear, professional communication in English, both written and verbal.
Take ownership of tasks, ensuring timely follow-up on assigned cases and queue management.
Serve as an escalation point for complex cases logged by 1st Level teams or external vendors.
Coordinate and maintain an on-call roster for seamless after-hours support of urgent issues.
Develop reusable, efficient, and scalable solutions, including automation tools and internal scripts.
Leverage Google Cloud Platform (GCP) technologies (e.g., Kubernetes Engine, CloudSQL, BigQuery, Pub/Sub) to enhance performance and scalability.
Continuously monitor system health and implement performance optimizations.
Provide guidance to Service Desk and 1st Level teams, sharing expertise and acting as a mentor.
Raise concerns or provide feedback to leadership when additional support or escalation is needed.
WHO WE’RE LOOKING FOR
A resilient, adaptable, and detail-oriented professional with a "can-do" attitude.
Proven ability to work under pressure, with a strong sense of urgency and a commitment to delivering results.
At least 3 years of experience in Service Desk or application support roles.
Hands-on experience with major Enterprise Applications and support processes.
Proficiency in configuring and managing Jira, Jira Service Management, and Confluence.
Familiarity with Oracle Fusion and expertise in SaaS and PaaS platforms.
Advanced Python programming skills with a focus on scalable and maintainable code.
Strong experience designing and deploying solutions using Google Cloud Platform (GCP).
Ability to write high-quality, reusable code in a dynamic and fast-paced environment.
Bachelors degree in Computer Science, IT, Engineering, or a related field (Diploma holders with relevant experience are also welcome).
We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.
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