Discover your dream Career
For Recruiters

Manager, Application Support

Great Eastern Malaysia Kuala Lumpur, Malaysia
Posted 8 days ago Permanent Competitive
Manager, Application Support
Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia's leading insurer for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement - from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

Integrity, Initiative, and Involvement is what guides us. It is what makes us do the right thing, take the lead, and choose 'we' over 'me'. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.

If you are looking to grow in an enriching career filled with opportunities and potential, we are seeking an experienced professional to join our team as Manager, Application Support.

Job Summary:

  • Manage a team of application support specialist to ensure all support/service request or incident cases are dealt with according to the agreed procedure
  • Develops, implements and maintain standard operating policies and procedures (SOP) on the application support services
  • Involves in new Digitalization and Technology projects, new system implementation and ongoing application support for both in-house and external vendor applications
  • Responsible to ensure proper handover and Work Instruction (WI), manuals, training are provided from project team prior to handover to application support team
  • Responsible to ensure proper governance and tracking of GEGM IT Assets management and assignment
  • Responsible to ensure the IT Steering Committee meeting are performed on quarterly basis.

Job Description:

  • Serving as the first point of contact for agents, branches and internal stakeholders to seek technical assistance or report an incident/issue on business system applications over various communication platform (email/phone/WhatsApp/ Teams chat) in a timely and efficient manner
  • Conduct and moderate the ITSC meeting as a secretariat capacity not limited to preparing the meeting agenda, sending meeting invites, presentation deck and capturing the meeting minutes
  • Administer and provide end-user support for Business application system related issues including investigate Transactional/Functional issues, Reporting, Data Integrity, Interface, Identify Root Cause and driving solution.
  • Conduct periodic review on all user access rights (sampling test) to ensure permission rights given are in line with the User Access Matrix (UAM) SOP
  • Promptly response to all service failures, escalate unresolved issues by working with next level support personnel (Group IT, service provider/vendor) to have the issue resolve and escalates concerns as appropriate to Head of BIT department.
  • Manage all Critical and High Severity incident calls, coordinate and follow up till closure to ensure SLA are met. Any breach of SLA as per BNM RMiT guideline for Internet facing system and Core GI system to report to Risk Management Committee (RMC) to be notified to BNM
  • Ensure all ICER, Root Cause Analysis report are tracked, review, update and close within timeline and reported to ITSC.
  • Monitor and track all Outsourced service provider to ensure SLA are being met in accordance to the Outsourcing contract
  • Perform data analysis, extraction and reporting whenever required
  • Perform functional configuration and maintenance on the Core GI systems/applications
  • Coordinate and participate in Disaster Recovery activities as required
  • Alternate BCP Coordinator for BIT Department
  • Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
  • Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
  • Highlights any potential concerns /risks and proactively shares best risk management practices.

The Person:

  • Degree Holder in Computer Science, Information Technology or any other related disciplines
  • ITIL, ITSM, COBIT certification preferred
  • At least 5 years working experience in a IT Manager or Application Support Manager or Business System Support or Incident/Problem Manager capacity
  • Hands on experience in supporting or configuring various applications and systems domain
  • Familiar in managing IT Assets (Hardware/Software)
  • Knowledgeable in cloud computing other IT Infrastructure components
  • Experience in preparing Application User Manual, Training Guide, Process Improvement Flow Documentation, User Access Control Matrix, IT related SOP, Work Instruction, Root Caused Analysis Report and SLA Reporting
  • Good understanding of Core General Insurance (GI) or any other insurance related applications preferred
  • Highly people oriented with ability to lead, drive, motivate and coach team members, strong presentation, interpersonal & communication skills
  • Strong facilitation, influencing and stakeholder management at multiple level within the organization (vertically and horizontally)
  • Sharp conflict management and problem solving skills
  • Efficient and effective self-starter individual that able to learn independently through the job with good social skills to interact with others frequently
  • Strong accountability and ownership
  • Broad based general insurance knowledge, risk management, familiar with BNM RMIT guideline, Disaster Recovery Management, BCM, IT Service Management terms and process, Root Cause Analysis Preparation and Incident Reporting
  • High level of integrity, takes accountability of work and good attitude over teamwork
  • Takes initiative to improve current state of things and adaptable to embrace new changes

Great Eastern Malaysia is committed to Equal Employment Opportunity, and all qualified applicants shall receive a fair and equal consideration for employment.

Location: GEGM HQ

Entity: Great Eastern General Malaysia

Employment Type: Permanent

To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.

About Great Eastern

Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviours associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.

We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviours, as these are the key traits that we expect from our employees as they develop their careers with us.

We embrace inclusivity, giving all employees an equal opportunity to shine and play their role in exploring possibilities to deliver innovative insurance solutions.

Since 2018, Great Eastern has been a signatory to the United Nations (UN) Principles of Sustainable Insurance. Our sustainability approach around environmental, social, and governance (ESG) considerations play a key role in every business decision we make. We are committed to being a sustainability-driven company to achieve a low-carbon economy by managing the environmental footprint of our operations and incorporating ESG considerations in our investment portfolios; improving people's lives by actively helping customers live healthier, better and longer; and drive responsible business practices through material ESG risk management.
Job ID  240000RB
More Jobs From Great Eastern Malaysia
Great Eastern Malaysia
Application Developer cum Support
Great Eastern Malaysia
Kuala Lumpur, Malaysia
26 days ago Full time Competitive
Great Eastern Malaysia
Manager, Project & eConnect Support - Policy Processing
Great Eastern Malaysia
Kuala Lumpur, Malaysia
26 days ago Full time Competitive
Great Eastern Malaysia
Assistant Manager / Associate, Actuarial (System Support)
Great Eastern Malaysia
Kuala Lumpur, Malaysia
26 days ago Full time Competitive
Great Eastern Malaysia
Manager, Major Alteration & Product Support, Policy Servicing
Great Eastern Malaysia
Kuala Lumpur, Malaysia
26 days ago Full time Competitive
Great Eastern Malaysia
Assistant Manager, Project Support - Policy Processing
Great Eastern Malaysia
Kuala Lumpur, Malaysia
26 days ago Full time Competitive
Great Eastern Malaysia
Assistant Manager, GMBS System & Projects Support
Great Eastern Malaysia
Kuala Lumpur, Malaysia
26 days ago Full time Competitive
Great Eastern Malaysia
Manager, Sales Support
Great Eastern Malaysia
Kuala Lumpur, Malaysia
26 days ago Full time Competitive
Great Eastern Malaysia
Assistant Manager, System & Product Support, Policy Servicing
Great Eastern Malaysia
Kuala Lumpur, Malaysia
26 days ago Full time Competitive
Great Eastern Malaysia
Manager, System & Product Support - Policy Processing
Great Eastern Malaysia
Kuala Lumpur, Malaysia
26 days ago Full time Competitive
Great Eastern Malaysia
Assistant Manager - Sales Support
Great Eastern Malaysia
Kuala Lumpur, Malaysia
26 days ago Full time Competitive

Boost your career

Find thousands of job opportunities by signing up to eFinancialCareers today.
Recommended Jobs
Great Eastern Malaysia
IT Auditor
Great Eastern Malaysia
Kuala Lumpur, Malaysia
Ethos BeathChapman
Manager / Senior Manager, Corporate Planning
Ethos BeathChapman
Kuala Lumpur, Malaysia
Prudential plc
Assistant Director, IT Audit
Prudential plc
Kuala Lumpur, Malaysia