Application Support Leader

The Application Support Leader manages day-to-day operations and service delivery of the KKPS & KKPAM Back Office Application Support team at Kiatnakin Phatra Securities Public Company Limited in Bangkok. The role leads 3 Junior engineers, oversees shift scheduling (Day/Night rotations), defines handoff boundaries with Helpdesk, Software Development, SRE and Server teams, manages ITSM implementation, and coordinates with the Incident Manager during P1/P2 outages to reduce MTTR. A strategic focus is executing cross-platform Ticket Bridging with the Bank's JSM system to achieve >90% ticket routing accuracy.

The position requires familiarity with core financial systems (CIS, ESS, SBL, MFET, GIS, SAXO, Front IFIS), Windows/Linux servers, Active Directory, VMware, SQL databases (MSSQL, Oracle, PostgreSQL), SFTP, GoAnywhere, and Apache Airflow. Candidates must have ITSM administration skills, batch scheduling knowledge, and strong analytical abilities for RCA and incident trend analysis.

Lead, mentor, and manage the Application Support squad (3 Junior engineers), ensuring high morale, optimal performance, and continuous skill development.

Design and maintain the Shift Roster (Onshore/Offshore Day Shifts and Night Batch Specialist Shifts) with clear daily handover checklists to guarantee 24/7 coverage.

Establish and govern clear Service Demarcation Lines and handoff points between App Support, Helpdesk, Software Development, SRE and Server teams.

Manage the implementation and optimization of ITSM, ensuring robust processes for Incident, Problem, Change and Service Request modules.

Serve as the primary escalation point for application issues; cooperate with Incident Manager and Technical Teams during P1/P2 incidents to achieve SLA targets.

System & Application Knowledge: Familiarity with core financial systems (CIS, ESS, SBL, MFET, GIS, SAXO, Front IFIS).

Tech Stack Literacy: Good understanding of Windows/Linux servers, Active Directory, VMware virtualization, SQL databases (MSSQL, Oracle and PostgreSQL), SFTP protocols, GoAnywhere, Apache Airflow.

Core ITSM Administration: ITSM configuration, ticket routing rules, and API integrations.

Operations & Batch Control: Knowledge of Batch scheduling, automation tools, and transaction logs processing.

Analytical Skills: Root Cause Analysis (RCA) and Incident Trend analysis.