Application Support Lead

Big C Supercenter Public Co., Ltd. (Bangkok City, Thailand)

Bangkok, Thailand

Big C Supercenter Public Company Limited is one of the leading retailers in Thailand and Southeast Asia. As a subsidiary of Berli Jucker Public Co. Ltd., one of the top 20 stock-listed Thai companies by Market Cap, we operate hypermarkets, supermarkets and convenience stores in Thailand and closely support our sister companies B’sMart in Vietnam and M-Point Mart in Laos. Big C is a true multi-format retailer: Our “Big C Supercenter” (hypermarket) and “Big C Market” (supermarket) stores offer fresh and dry food, clothing and accessories, electric appliances, and home decor and accessories; Mini Big C convenience stores provide convenience and grocery items for daily use; our Pure Pharmacy stores offer health, beauty, pharmaceutical and well-being products. Moreover, our customers can order directly on Big C Shopping Online www.bigc.co.th, we deliver all our products in 2 hours (in BKK / include fresh food) and we deliver next day or they can pick up in our stores upcountry. Our stores also provide rental spaces to 3rd party tenants. Big C operates 980 retail outlets comprising of 131 Hypermarkets, 59 Big C Markets, 464 Mini Big C stores, 142 Pure Drugstores and 184 shopping malls.

About this position

The Application Support Lead is responsible for providing 2nd level application support, troubleshooting incidents, and collaborating with development teams to ensure application performance and availability.

Responsibilities

• Provide 2nd Level of Application Support for application systems and software components.
• Troubleshoot and investigate the root cause of incidents that happen with application systems.
• Work closely with application development teams and vendor to investigate, fix and test applications.
• Administrate application system of the company in term of application configuration, master data setup, application user id and permission management.
• Plan, manage team and implement mid- to long-term strategic management processes.
• Maintain SLA, application availability, capacity and performance KPI.
• Responsible for basic troubleshooting and report/follow up to technical team.
• Maintaining up-to-date documentation of applications operation and procedure manuals.
• Track and analyze trends in application support requests and generate statistical reports.
• Oversee development and updates of help sheets, usage guides, and FAQ lists for end users.

Requirements

• Bachelor's Degree in Computer Science, Information Technology or related.
• At least 9 Years of experience in Application Support, Technical Support or Service Support or related.
• Knowledge on Microsoft Office, Word, Excel and Powerpoint.
• Experience in Ecommerce platform support and agile methodology would be a plus.