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. Based in Bangkok, the role leads 3 Junior engineers, overseeing shift scheduling (day/night rotations), ITSM implementation, ticket bridging with the Bank's JSM system, and incident management during P1/P2 outages to meet SLA targets.

The position reports to the SVP of Technology Infrastructure and CTO, coordinating with Helpdesk, Software Development, SRE, and Server teams. It requires a degree in Computer Science or related field, 5+ years in Application Support or IT Operations with 1-2 years supervisory experience, hands-on ITSM platform knowledge, ITIL expertise, and familiarity with securities or asset management back-office operations.

Lead and manage the Application Support squad of 3 Junior engineers

Design and maintain the Shift Roster for 24/7 coverage with clear handover checklists

Establish Service Demarcation Lines and handoff points between teams

Manage ITSM implementation and optimization for Incident, Problem, Change, and Service Request

Serve as primary escalation point and cooperate with Incident Manager during P1/P2 incidents

Deliver monthly performance dashboards and SLA compliance reports

Bachelor's or Master's degree in Computer Science, Computer Engineering, IT, or related field

5+ years experience in Application Support or IT Operations, 1-2 years supervisory

Solid experience in Securities or Asset Management back-office environment

Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management)

Deep understanding of ITIL frameworks (Incident, Problem, Change, Asset/CMDB)