Assistant Manager, End User Support

About the Role

• Monitor system performance and capacity across critical IT systems, proactively identifying and escalating potential issues to maintain availability and data integrity.
• Manage and maintain servers and IT operations to ensure system availability and performance.
• Investigate and diagnose issues on Microsoft SQL Server databases, including writing and executing SQL queries, analyzing data integrity problems, reviewing error logs, and coordinating resolution with the Chubb Regional team.
• Coordinate with the Chubb Regional team to troubleshoot, reproduce, and resolve incidents related to the telemarketing application, ensuring timely resolution and clear communication to business stakeholders.
• Coordinate with the Chubb Regional team to plan, test, and execute implementation and upgrade activities for in-house applications, minimizing business disruption and ensuring post-deployment stability.
• Provide support for a wide range of end-user IT issues as 2nd tier support.
• Provide onsite IT support across multiple sites in Bangkok as required.
• Provide technical support and troubleshoot incidents related to servers and applications before escalating to 3rd tier support (Infra and Application Team).
• Handle ad-hoc BAU requests, such as in-house software reports, billing, and performance and capacity monitoring tasks.
• Handle ad-hoc telemarketing requests, such as running database scripts and blocking telephone numbers on the in-house application.
• Serve as the primary local point of contact for vendors supporting the telemarketing team; manage vendor relationships, track open issues, verify SLA compliance, and escalate where required.
• Responsible for both Hardware and Software inventory and all documentation of relevant systems under his / her charge.
• Coordinate with vendors and outsourced service providers for hardware, software, and infrastructure support.
• Adherence to IT Governance, standards, regulations, IT Security Policy and Procedures at all times.

Qualifications

• Bachelor's Degree or higher in technology-related field or relevant experience in project implementation.
• Ability to manage and prioritize work efficiently.
• Ability to work under extensive pressure and deliver efficient results on time.