• Acting as a team lead, to manage and guide team members in production incident troubleshooting and resolution
  • Manage and prioritize incident tickets routed to L2
  • Troubleshoot, perform root cause analysis and escalate incidents to L3 for fixing
  • Provide trend analysis and root cause analysis on recurring incidents and defects, conduct post incident reviews
  • Track, manage and report on relevant SLAs
  • Manage the tasks to the team members in service requests, recovery of systems and services, conduct health checks
  • Support disaster recovery and audit exercises
  • Conduct impact assessment on version upgrades and patches
  • Perform production release and patch management
  • Maintain knowledge base
  • Review and plan continuous improvements
  • Lead a small team of application programmers for application support activities


  • Minimum 7 years of relevant IT experience with 1 to 2 years of project management experience
  • Demonstrate prior experience in managing a small program management of 5 to 10 team members including service delivery, client relations, planning and scheduling.
  • Mature people management skills and experience in building teams
  • Technically hands-on IT professional and equipped with the following languages, tools and technologies: 1) NET; 2) Framework; Microsoft SQL Server; MS Server Stored Procedure; Oracle; Oracle PL/SQL
  • Strong customer-service orientation.
  • Preferably to be able to front customer in technical/domain discussion and hands-on coding when necessary