Job Responsibilities

• Lead the Charge: Act as the key expert for resolving complex technical issues across our digital platforms, including Web, Mobile, AI, and Data Analytics.

• Own the Solution: Drive the entire incident lifecycle—from initial diagnosis and root cause analysis to implementing long-term preventative fixes, ensuring all issues are resolved within SLA.

• Analyze and resolve production issues and data and execute queries to correct data, highly complex business requirements, and request (bug, support, modification, enhancement, etc.)

• Prioritize for Impact: Strategically manage and prioritize incidents, enhancements, and user requests to align with critical business goals.

• Document issue summary, Communicate with stakeholders on a regular basis with status reports

• Provide data preparation, update master data, and configuration.

• Ensure the production environment: Proactively monitor our application production environments to guarantee system health, stability, and readiness.

• Assist in new implementations, installations, upgrades, and migrations of systems

• Assist in the rollout of existing applications.

• Attain good levels of feedback with business users and internal stakeholders.

• Communicate with stakeholders on a regular basis with status reports

• Escalate or delegate issues in a timely manner if needed.

• Coordinate testing as needed for support.

• Provide training to users and team

• Be a central point of contact for production application support on assigned applications.

• Follow up with the development team, users, and perform testing until incidents are closed.

Job Qualifications

• Bachelor’s degree in information technology, computer science, engineering, IT, or a related field.

• Minimum of 5 years of experience in application support, with at least 2 years in a leadership or senior capacity.

• Hands-on experience in database inquiry (SQL) and reporting generation would be an advantage.

• Experience or familiarity with AI concepts and their application in support systems would be a strong advantage.

• Flexible, creative, and up-to-date in the Technology movement to create business solutions

• Able to multitask and prioritize workload, supporting multiple projects.

• Good command in English (Minimum 750 TOEIC score)

• Goal-Oriented, Unity, Learning, Flexible