Support cum Project Lead


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Role summary

The Support cum Project Lead role provides high quality project management services, support delivery and technical support to Appspace clients. Leading a dynamic team, ensuring strategic goals are achieved, while minimizing the adverse impact of incidents and problems on the business and preventing reoccurrence of incidents.


Support functions:

  • Lead and prioritise the Support team workload

  • Manage and own the problem management process

  • Develop, co-ordinate and promote the effective functioning of problem management activities across the Support team

  • Strategize and manages individual and team’s KPI

  • Monitor ticket trends and other relevant information ensuring accurate prioritization and issue definition

  • Track and monitor issues to ensure regular progress update and timely resolution

  • Communicating issues status to clients on timely manner and within the defined SLA

  • Ensure the service level meeting the needs and customer satisfaction

  • Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis

  • Generate weekly support/escalation cases report for management review

Project Management:

  • Act as the primary contact point for assigned project

  • Responsible in work delegation, resource allocation, risk management, project meetings, project documentation and project communications

  • Analyze client requirements, propose solutions alternatives, manage detailed work plans and project schedules

  • Coordinate deliverables base on project plan, software implementation, troubleshooting, providing support services, technical presentation and/or customer training

  • Ensure project outcomes successfully meet client expectations

  • Ensure adherence to software quality standards

  • Work closely with stakeholders to generate weekly and monthly project forecast

In addition

  • Provide technical leadership

  • Act as a technical focal point with clients and other cross-functional teams

  • Maintain excellent working knowledge of released products, taking ownership for product improvement and participate in pre-release activities and BETA programs

  • To examine potential areas for service improvement and raise proposals with your immediate superior

  • Regularly documenting the issues and solutions in Appspace Wiki for knowledge sharing and future references

  • Mentoring and guiding the team members

Experience, skills, and education

  • Degree in Computer Science, Information Technology or related discipline

  • Minimum 1 year experience in leading a small team

  • Extensive experience in hands-on support role

  • Experience in managing projects

  • Experience with working in an ITIL environment is an added advantage

  • Aggressive, energetic, self-starter and result oriented mindset

  • Highly organize and ability to multitasking

  • Excellent interpersonal and communication skills in both oral and written

  • Strong customers’ engagement skills

  • Excellent problem solving skills and active listening skills with high EQ