Position : System Support Manager
Salary : RM 5,500 - RM 12,000
Location : Desa Aman Puri, Kepong
Working Hours : 8.30am – 5.30pm / Mon – Fri
The System Support Manager will be responsible for overseeing the day-to-day operations of the IT support team, ensuring the smooth and efficient functioning of all system-related activities. This role will involve managing technical support services, troubleshooting issues, maintaining systems, and implementing solutions to enhance system performance and user satisfaction.
Responsibility:
TEAM MANAGEMENT
-Lead, mentor and manage the system support team, ensuring the team provides timely and high-quality support to internal and external stakeholders.
-Develop and implement performance metrics for the team, ensuring productivity and service quality standards are met.
-Conduct regular performance evaluations and identify areas for professional development.
SYSTEM SUPPORT
-Lead and accountable in providing the teams' support by ensuring they are competent, receiving the appropriate training, and mentoring.
-Ensuring the individual team service KPI's aligned with ISO9001:2015 guidelines, manage regular follow up and ensure the service level to the highest standards to satisfy customers.
-Collaborate with Sales and Research and Developments (RandD) to improve overall customer experiences and to ensure a good service level to customers.
-Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communication until customer has confirmed issue resolution.
-Hands-on with the process and business and technical understanding of the process.
-Develop, implement and continuously improve process and approach across all areas of work and support team.
-Heading the Application and IT Support Team.
INTERNAL IT
-Lead IT staff and provide advisory and support to the team.
-Oversees and involve on the overall department functionality in IT infrastructure.
-Collaborate and propose system solution to enhance business processes. (Email, Cybersecurity, Endpoint, Cloud Computing).
-Implement necessary information security, standard and guidelines.
-To develop, maintain and enhance system for the organization to streamlining processes.
-Perform other related duties as assigned.
PRE-SALES SUPPORT / CONSULTANT
-Provide technical pre-sales assistance/consultancy to the sales team / BD team.
-Coordinating and managing technical validation for Proof of Concept (POC).
-Present technical information to audiences of different levels.
-Assist sales team for formulating technical aspects to requests for information and proposals.
-Assist sales / BD to identify customer requirements, features, and functionalities.
-Communicate solutions architecture to customers, third parties and project teams.
BUDGET and ASSET MANAGEMENT
-Manage the budget for system support, including purchasing, upgrading, and maintaining IT equipment and software.
-Ensure that all systems and assets are accurately inventoried and tracked.
(Apply now at https://my.hiredly.com/jobs/jobs-malaysia-mygeno-com-job-systems-support-manager)
; Requirements:-
-Bachelor's degree in Information Technology, Computer Science, or a related field.
-10 years related work experiences and experiences in leading technical teams, mentoring and developing staff skills.
-Have knowledge in programming language especially in SQL with logical thinking and knowledge in Point-of-Sales (POS) is an added advantage.
-Strong managerial and decision-making skills with great interpersonal skills.
-Have project management experiences and proven ability to complete projects with project management methodologies and tools.