The Applications Support Assistant Manager develops, implements and maintains application support policies, procedures and service standards to ensure reliable, secure and high-quality production support. He/She coordinates incident and major-incident resolution, support problem management, monitor SLA/KPI performance, prepare operational dashboards and status reports, and standardise documentation and processes across countries or business units. He/She also track outsourced support deliverables and ensure smooth knowledge transfer during handovers, transitions, and onboarding.
Working with technical teams, vendors and stakeholders, the Applications Support Assistant Manager supports release readiness, change governance, performance and availability monitoring, and remediation of risks. He/She drives service improvement and automation initiatives, recommend operational best practices, and assist in manpower planning, cross-skill training and daily team supervision. Supports audit and compliance activities, track remediation of control gaps, and escalate security, reliability or regulatory risks to leadership.
Key Responsibilities:
Operations & Service Management
- Coordinate incident and major incident resolution with technical teams and stakeholders.
- Support problem management activities to reduce recurring incidents.
- Monitor SLA / KPI performance and recommend corrective actions.
- Prepare operational dashboards, reports, and service review materials.
- Provide clear status, risks and progress reporting to leadership.
- Standardise support documentation, processes, and reporting across countries or business units.
- Monitor resource capacity, utilisation, attrition risks, and escalation needs.
- Conduct regular operational reviews with internal team members and internal stakeholders.
- Ensure smooth knowledge transfer during project handover, system transition, or support onboarding.
- Track outsourced support deliverables, risks, and performance against contracts / SLAs.
Service Improvement & Strategy
- Support execution of application support strategy, roadmap, and transformation initiatives.
- Identify opportunities to improve support processes, service quality, and user experience.
- Drive automation, monitoring, and efficiency improvement initiatives.
- Recommend best practices for operational excellence.
Release Change, Performance & Availability
- Coordinate readiness checks before production deployment.
- Support release and migration activities into production environments.
- Monitor system performance and availability trends escalate risks proactively.
- Ensure adherence to change management and release governance processes.
- Recommend improvements to system resilience and stability.
People & Leadership
- Supervise support teams on daily operations.
- Provide performance feedback to team members.
- Assist manager in manpower planning, workload balancing, and resource optimisation.
- Planning of cross-skill training
Governance, Risk & Compliance
- Support readiness for internal audits, external audits, and regulatory reviews.
- Track completion of patching, vulnerability remediation, access reviews, and control attestations.
- Ensure timely submission of mandatory reports, evidence, and regulatory deliverables.
- Coordinate remediation of audit findings, control gaps, and compliance issues.
- Ensure systems operate in accordance with internal policies, security standards, and regulatory requirements.
- Drive early escalation on performance, reliability, and security risks.
Requirements:
- Diploma/Degree in Computer/Computer Science or Information Technology or equivalent.
- At least 3-5 years of experience in application support.
- Strong understanding of Software architecture, administration, and customisation.
- Demonstrated experience in programming languages such as Java, .NET, JavaScript, JSON, SQL, or other major application programming languages.
- Knowledge and experience in source code refactoring, application frameworks, application testing and Healthcare related projects is advantageous.
- Understanding of the distributed systems, APIs and technical knowledge in healthcare system will be an advantage.
- Strong analytical, coordination, and communication skills (written and verbal), and the ability to manage multiple tasks simultaneously.
- Strong analytical and troubleshooting skills with a proactive approach to issue resolution.
- Strong team player who is proactive, quality-conscious, and results-oriented.
- May be required to travel regionally for project support, stakeholder meetings, and knowledge transfer.
