Senior Assistant Director, IT Applications Support Lead

Senior Assistant Director, IT Applications Support Team Lead

We are seeking a highly motivated IT Applications Support Team Lead to oversee the support for our portfolio of IT student-related applications. The ideal candidate will ensure the stability, reliability, and performance of these applications.

In this role, you will collaborate with diverse stakeholders, including business users from our schools and administrative departments, as well as in-house teams and external vendors. Your work will contribute to delivering high-quality IT systems and services that meet the University's strategic objectives.

Responsibilities:

• Oversee the entire incident management process, ensuring incidents are resolved within established SLA, acting as a key escalation point for critical issues.

• Conduct root cause analysis to resolve and prevent recurring application problems.

• Lead a support team, managing their schedules and performance.

• Communicate effectively with business users, management, and other technical teams on system status, issues, risks.

• Manage third-party vendors for support, oversee change requests, and ensure service quality and contract compliance.

• Explore latest technologies to improve support processes; and contribute to strategic planning.

• Manage audit queries / requests and ensure supported systems adhere to audit and compliance requirements.

Requirements:

• Bachelor's Degree in Computer Science, Computer Engineering, Software Engineering or related discipline.

• At least 12 years of IT experience which consists of:

  • 10 years of applications support with at least 5 years in a lead or supervisory role

  • 5 years of internal/external audit support

  • 3 years of project management experience

• Strong foundation of IT – this includes project management methodologies, system design, web application development, and IT security/audit controls.

• Experience working in an ITIL-based framework (Incident, Problem, Change Management) and systems such as ServiceNow, Jira.

• Proficient in web technologies (HTML, CSS, JavaScript, APIs, RESTful services), middleware, API integrations, and low-code development platforms (e.g. OutSystems).

• Proficient in troubleshooting complex technical & integration issues; and supporting enterprise-level SaaS based applications.

• Effective communicator with diverse stakeholders, vendors, and colleagues, capable of explaining technical concepts in non-technical terms.

• Strong analytical and problem-solving abilities, customer-centric mindset with a focus on providing high-quality service.

• Strong interpersonal skills.

• Ability to work effectively under pressure and manage multiple priorities.

We regret to inform that only shortlisted candidates will be notified.