Application Support Governance Manager (ITSM / Major Incident)
Application Support Governance Manager at Central Retail: owns SLA and incident reporting across 20+ applications in 4 business units, leads War Rooms for P0/P1 incidents, drives permanent fixes and automation, and manages a team of 2. Stack centers on ITIL/ITSM tooling (ServiceNow, Jira Service Management) and Power BI/Tableau dashboards.
- Compensation
- Not disclosed
- Location
- Bang Rak, Bangkok
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 2+ years
- Category
- It support
- Posted
Skills
Must have
- Bachelor's degree in IT, Computer Science, MIS, Engineering or related field
- 7-12 years in Application Support, Production Support, IT Operations or Service Management
- 2-4 years as Team Lead, Service Lead or Manager
- Proven experience leading major production incidents across several technical teams
- Experience in a multi-Business Unit, multi-application enterprise environment
- Experience presenting IT performance to management
- Business English for presentations and communication, spoken and written
- ITIL / ITSM knowledge (ServiceNow, Jira Service Management or similar)
- Power BI, Tableau or other dashboard tools
- Retail, e-commerce or omnichannel background
Full description
About the role
You are the control tower for Application Support. You give management a clear view of how 20+ applications perform across 4 Business Units, both store (offline) and online. You find what keeps breaking and push for permanent fixes. When a critical system goes down, you lead the recovery. You don't fix systems yourself. You own the picture, the decisions and the follow-through. You manage a team of 2 and report to the Head of Application & Tech Support.
Key responsibilities
- Own Application Support reporting across all Business Units
- Track SLA, resolution time, backlog, availability and P0/P1 incidents
- Prepare the monthly performance pack and present it to Business Unit management
- Turn technical issues into clear business language, with action plans
- Use incident and SLA data to find recurring issues and manual work
- Drive permanent fixes with Dev, Infra, Architecture and vendor teams
- Lead improvements in automation, monitoring and incident reduction
- Lead the War Room for P0 and P1 production incidents
- Publish official notices for maintenance, outages and service recovery
About you
- Bachelor's degree in IT, Computer Science, MIS, Engineering or related field
- 7–12 years in Application Support, Production Support, IT Operations or Service Management
- 2–4 years as Team Lead, Service Lead or Manager
- Proven experience leading major production incidents across several technical teams
- Experience in a multi-Business Unit, multi-application enterprise environment
- Experience presenting IT performance to management
- Business English for presentations and communication, spoken and written
- ITIL / ITSM knowledge (ServiceNow, Jira Service Management or similar)
- Power BI, Tableau or other dashboard tools
- Retail, e-commerce or omnichannel background