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TechFinity Hub Ltd

&lt;h4&gt;&lt;strong&gt;Job Description:&lt;/strong&gt;&lt;br&gt;&lt;strong&gt;1. Team Leadership &amp;amp; Coordination&lt;/strong&gt;&lt;/h4&gt;
&lt;ul&gt;
&lt;li&gt;Lead and coordinate a team of Level 1 application support.&lt;/li&gt;
&lt;li&gt;Ensure effective task distribution and workload management.&lt;/li&gt;
&lt;li&gt;Monitor team performance and provide guidance, training, and mentorship as needed.&lt;/li&gt;
&lt;/ul&gt;
&lt;h4&gt;&lt;strong&gt;2. Incident Management&lt;/strong&gt;&lt;/h4&gt;
&lt;ul&gt;
&lt;li&gt;Oversee the logging, classification, and resolution of application-related incidents and service requests.&lt;/li&gt;
&lt;li&gt;Ensure all tickets are properly tracked, updated, and closed within agreed SLA timelines.&lt;/li&gt;
&lt;li&gt;Escalate complex or unresolved issues to Level 2 or Level 3 support teams in a timely manner.&lt;/li&gt;
&lt;/ul&gt;
&lt;h4&gt;&lt;strong&gt;3. User Support &amp;amp; Communication&lt;/strong&gt;&lt;/h4&gt;
&lt;ul&gt;
&lt;li&gt;Serve as the first point of contact for users encountering application-related issues.&lt;/li&gt;
&lt;li&gt;Communicate clearly and professionally with users regarding the status and resolution of their requests.&lt;/li&gt;
&lt;li&gt;Maintain a high level of customer satisfaction by delivering quality and timely support.&lt;/li&gt;
&lt;/ul&gt;
&lt;h4&gt;&lt;strong&gt;4. Monitoring &amp;amp; Reporting&lt;/strong&gt;&lt;/h4&gt;
&lt;ul&gt;
&lt;li&gt;Monitor application performance and availability through dashboards or alerting tools.&lt;/li&gt;
&lt;li&gt;Generate regular reports on support metrics, incidents, and performance indicators.&lt;/li&gt;
&lt;li&gt;Identify trends and recommend improvements to reduce incident volume and improve efficiency.&lt;/li&gt;
&lt;/ul&gt;
&lt;h4&gt;&lt;strong&gt;5. Knowledge Management&lt;/strong&gt;&lt;/h4&gt;
&lt;ul&gt;
&lt;li&gt;Maintain and update support documentation, knowledge base articles, and troubleshooting guides.&lt;/li&gt;
&lt;li&gt;Ensure that the team adheres to established support procedures and standards.&lt;/li&gt;
&lt;/ul&gt;
&lt;h4&gt;&lt;strong&gt;6. Collaboration&lt;/strong&gt;&lt;/h4&gt;
&lt;ul&gt;
&lt;li&gt;Liaise with application development, infrastructure, and business teams to ensure seamless issue resolution and continuous improvement.&lt;/li&gt;
&lt;li&gt;Participate in meetings to discuss recurring issues, user feedback, and improvement initiatives.&lt;/li&gt;
&lt;/ul&gt;
&lt;h4&gt;&lt;strong&gt;7. Compliance &amp;amp; Best Practices&lt;/strong&gt;&lt;/h4&gt;
&lt;ul&gt;
&lt;li&gt;Ensure adherence to internal policies, ITIL processes, and regulatory compliance requirements.&lt;/li&gt;
&lt;li&gt;Promote best practices in incident handling, documentation, and customer service.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;/p&gt;
&lt;p&gt;&lt;strong&gt;Requirements:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;A degree in Computer Science or equivalent professional experience.&lt;/li&gt;
&lt;li&gt;At least 3 years of solid experience in the related field.&lt;/li&gt;
&lt;li&gt;Proficiency in at least one Asian language is required, as this role involves direct communication with clients and partners in Asia.&lt;/li&gt;
&lt;li&gt;Experience with programming languages (HTML,JAVA) will be an added advantage. &lt;/li&gt;
&lt;li&gt;Excellent verbal and written communications skills, including the ability to create organized and informative reports, as well as comprehensive, accurate documentation.&lt;/li&gt;
&lt;/ul&gt;