Position Details

Type Full-Time

Experience lead

Exp. Years 8+ years

Education Bachelor's degree or equivalent experience in a relevant field

Category IT Support & Helpdesk

About this role

Manager of IT Product Support responsible for daily application support operations, incident/problem/vendor management for SaaS apps, and driving service delivery improvements in a hybrid Kuala Lumpur-based environment.

Key Responsibilities

Lead, mentor, and develop an application support team; Oversee incident, problem, and vendor case management for SaaS apps; Monitor service levels and prepare regular performance reports; Collaborate with project, business, and technical teams to deliver effective support; Manage vendor relationships and escalation processes

Technical Overview

Hands-on experience with SaaS applications, incident and problem management, and vendor management; strong ITIL/ITSM foundation; stakeholder and cross-functional collaboration; ability to work to Pacific region hours from Malaysia.

Ideal Candidate

The ideal candidate is an experienced IT Application Support Manager with 8+ years in application support, SaaS management, and strong leadership capabilities. They should excel at incident/problem management, vendor relations, and aligning IT services to business needs for a financial services environment in a hybrid work model.

Must-Have Skills

Proven experience managing technical support teamsVendor case management processes with SaaS applicationsStrong leadershipcommunicationand problem-solving skillsExperience supporting a multigenerational team across culturesAbility to align work hours to Pacific region time

Nice-to-Have Skills

Knowledge of investment management principlesExperience supporting global investment platformsportfolio managementand risk management systemsAbility to translate technical issues into business impact

Required Skills

Bachelor's degree or equivalent experience in a relevant field; incident management; problem management; vendor management; SaaS applications; service levels; reporting; ITIL; IT service management; stakeholder management; cross-functional collaboration

Hard Skills

Incident managementProblem managementVendor management (SaaS)SaaS applicationsService levelsReportingITILIT service managementStakeholder managementCross-functional collaborationHybrid workBudget managementGlobal investment platformsPortfolio management

Soft Skills

LeadershipCommunicationProblem-solvingTeam managementStakeholder managementNegotiationAdaptability

Industry & Role

Industry Insurance

Job Function Oversee IT application support operations, incidents, problems, and vendor management to ensure high-quality SaaS service delivery.

Role Subtype Application Support Manager

Keywords for Your Resume

application support managerincident managementproblem managementvendor managementsaas applicationsservice levelsreportingitilit service managementstakeholder managementhybridkuala lumpurdamansarapacific region hoursleadershipteam managementoperational excellencebudget managementglobal investment platformsportfolio managementapplication support

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Manager - IT Product Support

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