Assistant Manager, Product Support

Job Description

A. Application & Product Support

• Provide first- and second-level support for assigned in-house and purchased applications.

• Troubleshoot application issues, errors, access problems and system-related incidents.

• Analyse reported problems, identify root causes and coordinate resolution.

• Monitor application performance, availability and recurring issues.

• Maintain proper incident, problem and resolution records.

• Provide user guidance and support for system functions and business processes.

B. In-House Application Support

• Support applications developed and maintained by the internal IT development team.

• Work with developers to investigate bugs, system errors and enhancement requests.

• Perform functional checking and validation after fixes or system changes.

• Assist in maintaining application documentation, user guides and system knowledge bases.

• Support application deployment and post-go-live monitoring.

C. Purchased / Vendor Applications

• Provide operational support for commercial/off-the-shelf applications.

• Liaise with software vendors and implementation partners for technical issues, bugs and product support.

• Follow up vendor cases and ensure issues are resolved within agreed timelines.

• Coordinate software upgrades, patches, maintenance and version changes.

• Review vendor release notes and assess potential impact on business users and existing integrations.

• Maintain records of application licenses, support contracts and maintenance arrangements where required.

D. Project Implementation & System Rollout

• Participate in the implementation of new in-house developed, purchased and SaaS applications.

• Work with business users, project teams, vendors and implementation partners throughout the project lifecycle.

• Assist in gathering and validating business and system requirements.

• Coordinate project activities related to application configuration, data preparation, migration and system setup.

• Review and validate functional specifications, system configuration and proposed solutions.

• Prepare and coordinate System Integration Testing (SIT), User Acceptance Testing (UAT) and regression testing.

• Coordinate with business users to conduct UAT, capture feedback and track issues to closure.

• Support user training, preparation of user guides and operational handover.

• Coordinate cutover, go-live and post-implementation support activities.

• Monitor system performance and user issues during the hypercare / stabilization period after go-live.

• Ensure proper handover of the implemented system to the Product Support team for ongoing operation and maintenance.

• Maintain project-related documentation, including requirements, test results, configuration, issue logs, training materials and operational procedures.

• Identify implementation risks, dependencies and issues and escalate them to the project manager or IT management when necessary.

E. User Requirement & Enhancement Support

• Gather and understand business users' requirements and pain points.

• Assess enhancement requests and coordinate with developers or vendors for solution proposals.

• Prepare functional requirements, process flows and change requests where necessary.

• Assist in evaluating the impact, effort and priority of requested changes.

• Support continuous improvement of existing applications and business processes.

F. Testing & Release Management

• Prepare test scenarios and test cases for application changes.

• Coordinate and support System Testing, UAT and regression testing.

• Work with business users to validate system functionality before production release.

• Ensure identified defects are tracked and resolved before go-live.

• Support production deployment and perform post-release verification.

G. Integration & Data Support

• Coordinate with integration and infrastructure teams on application interfaces and system dependencies.

• Assist in investigating data/interface issues between applications.

• Perform basic data validation and reconciliation when required.

• Escalate complex integration, database or infrastructure issues to the appropriate IT team.

H. Documentation & Knowledge Management

• Maintain application documentation, including:

• System overview

• User guides

• Support procedures

• Troubleshooting guides

• Configuration information

• Test cases and results

• Vendor contact and support information

• Build and maintain a knowledge base for recurring application issues.

• Ensure proper handover and documentation for new applications and system enhancements.

I. IT Service & Governance

• Follow IT service management, security and change management procedures.

• Ensure application changes are properly documented, tested and approved before production deployment.

• Monitor and report application support performance, recurring incidents and outstanding issues.

• Participate in application disaster recovery, business continuity and security-related activities where required.

• Support IT audits and compliance requirements related to applications.

Job Requirements :

• Minimum of 5 years of relevant experience in IT.

• Good understanding of application support and software development lifecycle.

• Basic knowledge of - SQL and database queries, Web-based applications, APIs and system integration, Application servers and cloud applications, Microsoft 365 / enterprise applications, User access and application security

• Experience with ticketing / service desk systems is an advantage.

• Knowledge of Hotel Management System, Finance, POS & related other enterprise applications is an advantage.

• Familiarity with AI-enabled applications, automation, cloud and SaaS solutions is an added advantage.

• IT Infra Management - Oversee daily operations of IT System, including servers, networks, storage, and cloud services.