Support cum Project Lead


Location(s)

No positions available.


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.


 

Responsibilities

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