About this role
Marsh & McLennan seeks an Application Support Manager to lead IT product support operations from Kuala Lumpur, ensuring timely issue resolution, vendor management, and service delivery improvements in a hybrid model.
Key Responsibilities
- Lead, mentor, and develop a high-performing application support team
- Oversee incident, problem, and vendor case management
- Manage vendor relationships and escalation processes
- Collaborate with project teams and business units to deliver support solutions
- Monitor service levels and provide regular performance reports
Technical Overview
Focus on SaaS-based application support, incident/problem management, and vendor relations; global stakeholder engagement across time zones; hybrid work arrangement.
Ideal Candidate
The ideal candidate is an IT product support manager with 8+ years of experience leading application support, managing SaaS vendors, and driving improvements in incident/problem management and service levels within a hybrid Malaysia-based team.
Must-Have Skills
Bachelor's degree or equivalent experience in a relevant fieldMinimum of 8 years progressive experience in application or technical support rolesincluding leadership responsibilitiesProven experience managing technical support teams and vendor case management processesspecifically with SaaS application case escalationStrong leadershipcommunicationand problem-solving skillsProven ability to support and guide a multigenerational team of diverse culturemanage work allocationconduct performance and development conversationsand handle difficult discussions effectivelyWork shifts will align to the Pacific region; hence business support hours will start at 7am (Malaysian time)
Nice-to-Have Skills
Knowledge of investment management principlesasset classesand financial marketsExperience supporting global investment platformsportfolio managementand risk management systemsAbility to translate complex technical issues into business impact and communicate effectively with diverse stakeholdersProven success in managing vendor relationships and leading technology projects or process improvements
Required Skills
Application supportSaaSincident managementproblem managementvendor managementvendor escalationservice levelsreportingstakeholder managementleadershipteam managementbudgetshybrid
Hard Skills
Application supportSaaSincident managementproblem managementvendor managementvendor escalationservice levelsreportingstakeholder managementleadershipteam managementbudgetsoperational excellence
Soft Skills
leadershipcommunicationproblem-solvingteam collaborationstakeholder management
Keywords for Your Resume
application supportsaasincident managementproblem managementvendor case managementvendor escalationservice levelsreportingstakeholder managementleadershiphybridkuala lumpurmalaysiapacific timeoffice hoursit operationssupport metricsvendor management
Deal Breakers
Must have 8+ years in application or technical support with leadership responsibilities, Proven SaaS vendor management experience, Ability to work Pacific time aligned shifts
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