Application Support Leader

The Application Support Leader is responsible for managing the day-to-day operations and

service delivery of the KKPS & KKPAM Back Office Application Support team. This role leads a

team of 3 Junior engineers to ensure system availability, prompt incident resolution, and smooth

batch processing.

The leader oversees the shift scheduling (Day/Night rotations), defines handoff boundaries with

Helpdesk, Software Development, SRE and Server teams, manages the ITSM implementation for

Securities, and coordinates with Incident Manager during critical outages (P1/P2) to reduce MTTR.

A key strategic focus is executing cross-platform Ticket Bridging with the Bank's JSM system to

achieve >90% ticket routing .

Role and Responsibilities / หน้าที่ความรับผิดชอบ:

· Lead, mentor, and manage the Application Support squad (3 Junior engineers), ensuring high

morale, optimal performance, and continuous skill development.

· Design and maintain the Shift Roster (Onshore/Offshore Day Shifts and Night Batch Specialist

Shifts) with clear daily handover checklists to guarantee 24/7 coverage.

· Establish and govern clear Service Demarcation Lines and handoff points between App

Support, Helpdesk, Software Development ,SRE and Server teams, eliminating duplicate

efforts.

· Manage the implementation and optimization of ITSM, ensuring robust processes for Incident,

Problem, Change and Service Request modules.

· Partner with the Bank's IT team to implement API-level Ticket Bridging maintaining a target

ticket assignment accuracy of >90%.

· Serve as the primary escalation point for application issues; cooperate with Incident Manager

and Technical Teams in the "War Room" during P1/P2 incidents to rapidly restore systems and

achieve SLA targets (Downtime < 4.32 mins/month).

· Review night-shift batch processing performance, analyze incident trends, conduct Post-Incident Reviews (PIR/RCA), and define preventive measures.

· Deliver monthly performance dashboards, SLA compliance reports, and operational metrics to SVP of Technology Infrastructure and CTO.

· Lead the creation, auditing, and maintenance of Standard Operating Procedures (SOPs), system and runbooks.

Qualifications / คุณสมบัติ:

· Bachelor’s or Master's degree in Computer Science, Computer Engineering, IT, or a related field.

· 5+ years of experience in Application Support, Product Support, or IT Operations roles, with at least 1-2 years in a senior or supervisory capacity.

· Solid experience working in a Securities (KKPS) or Asset Management (KKPAM) environment, with a strong understanding of back-office financial business operations.

· Hands-on experience implementing or managing ITSM platforms (ServiceNow, Jira Service Management, or preferably ITSM).

· Proven track record in managing incident workflows, shifts, and high-pressure situations under tight SLAs.

· Excellent communication and interpersonal skills, with the ability to bridge technical issues into clear business impact statements for leadership.

· Deep understanding of ITIL frameworks, specifically Incident, Problem, Change, and Asset/CMDB management.

Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง:

· System & Application Knowledge: Familiarity with core financial systems (CIS, ESS, SBL, MFET, GIS, SAXO, Front IFIS).

· Tech Stack Literacy: Good understanding of Windows/Linux servers, Active Directory, VMware virtualization, SQL databases (MSSQL, Oracle and Postgre), SFTP protocols, GoAnywhere, Apache Aitflow, .

· Core ITSM Administration: ITSM configuration, ticket routing rules, and API integrations.

· Operations & Batch Control: Knowledge of Batch scheduling, automation tools, and transaction logs processing. · Analytical Skills: Root Cause Analysis (RCA) and Incident Trend analysis.