Application Support Leader

Job Summary

The Application Support Leader is responsible for managing the day-to-day operations and service delivery of the KKPS & KKPAM Back Office Application Support team. This role leads a team of 3 Junior engineers to ensure system availability, prompt incident resolution, and smooth batch processing.
The leader oversees the shift scheduling (Day/Night rotations), defines handoff boundaries with Helpdesk, Software Development, SRE and Server teams, manages the ITSM implementation for Securities, and coordinates with Incident Manager during critical outages (P1/P2) to reduce MTTR. A key strategic focus is executing cross-platform Ticket Bridging with the Bank's JSM system to achieve >90% ticket routing.

Role and Responsibilities / หน้าที่ความรับผิดชอบ

•    Lead, mentor, and manage the Application Support squad (3 Junior engineers), ensuring high morale, optimal performance, and continuous skill development.
•    Design and maintain the Shift Roster (Onshore/Offshore Day Shifts and Night Batch Specialist Shifts) with clear daily handover checklists to guarantee 24/7 coverage.
•    Establish and govern clear Service Demarcation Lines and handoff points between App Support, Helpdesk, Software Development ,SRE and Server teams, eliminating duplicate efforts.
•    Manage the implementation and optimization of ITSM, ensuring robust processes for Incident, Problem, Change and Service Request modules.
•    Partner with the Bank's IT team to implement API-level Ticket Bridging maintaining a target ticket assignment accuracy of >90%.
•    Serve as the primary escalation point for application issues; cooperate with Incident Manager and Technical Teams in the "War Room" during P1/P2 incidents to rapidly restore systems and achieve SLA targets (Downtime < 4.32 mins/month).
•    Review night-shift batch processing performance, analyze incident trends, conduct Post-Incident Reviews (PIR/RCA), and define preventive measures.
•    Deliver monthly performance dashboards, SLA compliance reports, and operational metrics to SVP of Technology Infrastructure and CTO.
•    Lead the creation, auditing, and maintenance of Standard Operating Procedures (SOPs), system and runbooks.

Qualifications / คุณสมบัติ

•    Lead, mentor, and manage the Application Support squad (3 Junior engineers), ensuring high morale, optimal performance, and continuous skill development.
•    Design and maintain the Shift Roster (Onshore/Offshore Day Shifts and Night Batch Specialist Shifts) with clear daily handover checklists to guarantee 24/7 coverage.
•    Establish and govern clear Service Demarcation Lines and handoff points between App Support, Helpdesk, Software Development ,SRE and Server teams, eliminating duplicate efforts.
•    Manage the implementation and optimization of ITSM, ensuring robust processes for Incident, Problem, Change and Service Request modules.
•    Partner with the Bank's IT team to implement API-level Ticket Bridging maintaining a target ticket assignment accuracy of >90%.
•    Serve as the primary escalation point for application issues; cooperate with Incident Manager and Technical Teams in the "War Room" during P1/P2 incidents to rapidly restore systems and achieve SLA targets (Downtime < 4.32 mins/month).

Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง

•    System & Application Knowledge: Familiarity with core financial systems (CIS, ESS, SBL, MFET, GIS, SAXO, Front IFIS).
•    Tech Stack Literacy: Good understanding of Windows/Linux servers, Active Directory, VMware virtualization, SQL databases (MSSQL, Oracle and Postgre), SFTP protocols, GoAnywhere, Apache Aitflow, .
•    Core ITSM Administration: ITSM configuration, ticket routing rules, and API integrations.
•    Operations & Batch Control: Knowledge of Batch scheduling, automation tools, and transaction logs processing.
•    Analytical Skills: Root Cause Analysis (RCA) and Incident Trend analysis.