Enterprise Application Manager

Job Description

OVERVIEW:

• Location: RedQ
• Department: ICT  
• Entity: AAAMS 
• Status (Full time/part time/contract): Full time

YOUR ROLE AS A:

Enterprise Application Manager.
As part of the Application Technology Support team, you will be responsible for ensuring reliable application services and effective incident and service request management. You will work closely with Level 1 support teams, internal system owners, vendors, and cross-functional teams to resolve issues, improve service quality, and ensure agreed service levels are met.

WHAT YOU’LL CHAMPION:

• Manage and ensure all incidents, service requests, issues, and assigned tasks related to Application Technology Support are tracked, followed up, and resolved within agreed Service Level Agreements (SLAs).
• Act as Level 2 Application Support, serving as an escalation point for cases raised by IT Assist, COE teams, application vendors, and other Level 1 support teams.
• Increase the percentage of issues resolved at Level 2 through effective troubleshooting, root cause analysis, and resolution before escalation to Level 3 support or external vendors.
• Collaborate closely with IT Assist, application/system vendors, internal system PICs, and cross-functional teams to troubleshoot and resolve application-related incidents and service requests.
• Drive Continual Service Improvement (CSI) by identifying recurring issues, improving support processes, reducing dependency on Level 3 support, and recommending opportunities for automation and process improvement.
• Provide Level 2 support for enterprise applications, end-user computing, system integrations, and related technology services.
• Support Identity and Access Management (IAM) activities, including user account provisioning and deprovisioning, access requests, role and permission management, access reviews, and onboarding/offboarding processes.
• Work with relevant application owners, infrastructure teams, HR, and security teams to ensure user access is provisioned, modified, and revoked according to approved processes and security requirements.
• Perform technical troubleshooting and analysis across applications, software, system integrations, monitoring tools, IAM, and supporting infrastructure.
• Ensure incidents and service requests are handled in accordance with established Standard Operating Procedures (SOPs), IT policies, security requirements, and support processes.
• Configure, maintain, and monitor relevant system and application monitoring tools, including alert configuration and operational monitoring.
• Maintain proper documentation, including SOPs, troubleshooting guides, knowledge articles, incident records, access procedures, and support documentation.
• Act as a point of reference and guidance for Level 1 support teams by providing technical advice, troubleshooting assistance, and knowledge transfer.
• Identify critical or recurring issues and promptly raise concerns to the Team Leader/Superior when additional support, vendor engagement, or management escalation is required.
• Support incident and service request management for the team, ensuring proper prioritisation, ownership, communication, escalation, and closure.
• Participate in and maintain an after-hours/on-call support roster to ensure seamless support for critical and urgent incidents outside normal business hours.
• Support application changes, enhancements, testing, deployment, and post-implementation activities where required.
• Identify opportunities to automate repetitive operational tasks, access management, reporting, monitoring, and support processes to improve productivity and reduce manual effort.

WHO YOU ARE:

• Degree in Computer Science, Information Technology, IT Engineering, or an equivalent discipline.
• Minimum 5 years of relevant working experience in Application Support, Service Desk, IT Operations, IAM, or a related technology support environment, preferably with experience handling or coordinating a team.
• Experience in application and production support, including incident management, service request management, troubleshooting, escalation, and vendor coordination.
• Experience within the airline or aviation industry is an advantage.
• Good understanding of ITIL practices, particularly Incident Management, Service Request Management, Problem Management, Change Management, and Continual Improvement.
• ITIL 4 Foundation certification is preferred.
• Strong analytical, troubleshooting, and problem-solving skills, with the ability to investigate issues systematically and identify appropriate solutions.
• Strong attention to detail, a high sense of urgency, and the ability to manage multiple priorities within tight deadlines.
• Self-motivated and able to work independently while collaborating effectively within a team and across different business functions.
• Positive and proactive working attitude, with a willingness to learn, share knowledge, and continuously improve.
• Excellent verbal and written communication skills in English, with the ability to communicate technical information clearly to both technical and non-technical stakeholders.
• Strong time management, organisational, stakeholder management, and prioritisation skills.

Candidates with experience or knowledge in the following areas will have an added advantage:

• Hands-on experience with Google Workspace (Google Suite) administration and support, including Gmail, Google Drive, Google Groups, user administration, licensing, security settings, and access management.
• Experience with Google Apps Script or similar scripting/automation technologies to automate operational processes, reporting, integrations, and repetitive administrative tasks.
• Knowledge or hands-on experience in Identity and Access Management (IAM), including account lifecycle management, user provisioning/deprovisioning, Role-Based Access Control (RBAC), access reviews, privileged access, and onboarding/offboarding processes.
• Experience supporting or integrating IAM solutions with HR systems, Active Directory, enterprise applications, or other identity sources would be an advantage.
• Experience with APIs, system integrations, automation workflows, or cloud-based applications.
• Knowledge or experience in Financial systems and business processes, such as invoicing, payments, accounting, refund systems, procurement, expense management, or financial application support.
• Knowledge or experience in Supply Chain systems and processes, including procurement, purchasing, inventory, vendor management, logistics, or related enterprise applications.
• Experience supporting enterprise applications such as ERP, Finance, Procurement, HR, IAM, Salesforce, e-Invoicing or operational platforms.
• Familiarity with monitoring, reporting, data analytics, and dashboard tools would be an advantage.

WHERE YOU’LL GO:

Dispatcher to captain, ramp agent to data analyst, brand executive to CEO - these are some Dare To Dream stories of our Allstars. 

Based on your performance and contribution in this role, you’ll grow into becoming a Lead Technical Specialist / Enterprise Applications Manager. In this role, you’ll oversee the overall Atlassian architecture strategy, lead key cultural shifts toward operational excellence and rigorous process adherence, manage technical talent, and drive enterprise-wide digital transformation initiatives.

WHAT YOU’LL ENJOY:

• Physical Wellbeing: Key medical and insurance benefits, maternity expenses, flexible work arrangement, and health and fitness amenities.
• Emotional Wellbeing: Paid time off, wellness programmes, and childcare amenities. 
• Financial Wellbeing: Resources relating to financial, personal skills and career growth programmes.
• Allstars Specials: Free flights, unlimited discounted flights, and exclusive discounts with partners. 
• A unique Allstar culture like no other

OUR HIRING PROCESS:

• Application Review
• Screening Call/Email
• Interview & Assessments
• Background Verification
• Offer Process

GET TO KNOW US:

Our story begins in 2001 with a dream, two planes and a 40 million ringgit debt. You’ll know us as the ‘Now Everyone Can Fly’ airline (if you don’t, we’re definitely older than you).

Today, we’re more than just an airline. We’re Capital A - a world-class brand that wears many hats. Our mission is to connect people and transform lives in Asean.

Above all, we’re Allstars. We believe in the unbelievable and we dare to dream. We also believe in celebrating all individuals. So no matter your culture and background or if you prefer aisle seat to window seat, we’re excited to have you onboard. 

Search Firm Representatives - We do not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any of our employees without a valid written search agreement in place will be deemed as our sole property. No fee will be paid when a candidate is hired by us as a result of an agency referral when there is no pre-existing agreement in place.