Automated Systems (HK) Ltd Hiring! Full Time Application Support Manager in New Territories, Hong Kong - Ricebowl

Monitor application support team performance for timely and effective resolution of technical issues.

Conduct regular review meetings with customers to discuss service performance and gather feedback.

Manage internal resources to ensure adequate staffing and expertise for 7x24 support coverage.

Prepare and present reports to customers detailing support metrics, trends, and insights.

Oversee roster management for appropriate shift allocations and coverage.

Collaborate with cross-functional teams to enhance application performance and reliability.

Implement best practices and standard operating procedures for the support team.

Provide coaching and mentorship to support staff, fostering a high-performance culture.

Bachelor’s degree in Computer Science, Information Technology, or a related field.

Proven experience in application support management or a similar role.

Strong understanding of IT service management (ITSM) frameworks and practices.

Excellent leadership, communication, and interpersonal skills.

Ability to analyze data and present insights effectively.

Experience with support ticketing systems and reporting tools.

Experience in resource management, including scheduling and shift management.

Relevant certifications (e.g., ITIL, PMP) are a plus.