Company:

Marsh Corporate

Description:

We are seeking a talented individual to join our IT Product Support team at Marsh. This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working three days in office.

Application Support Manager

This role is responsible for managing daily application support operations, ensuring timely resolution of technical issues, and collaborating with business and technical stakeholders to enhance service delivery and operational efficiency.

We will count on you to:

• Lead, mentor, and develop a high-performing application support team focused on operational excellence and continuous improvement.
• Oversee incident, problem, and vendor case management processes for SaaS applications to minimize downtime and business impact.
• Manage vendor relationships with a focus on case escalation processes for SaaS applications, ensuring timely and effective resolution of issues.
• Collaborate with project teams, business units, and technical teams to understand requirements and deliver effective support solutions.
• Monitor service levels, analyze support metrics, and prepare regular reports on team performance and support activities.
• Communicate policies, procedures, and best practices clearly to internal teams and external stakeholders.
• Drive process improvements, optimize resource utilization, and manage operational budgets

What you need to have:

• Bachelors degree or equivalent experience in a relevant field.
• Minimum of 8 years progressive experience in application or technical support roles, including leadership responsibilities.
• Proven experience managing technical support teams and vendor case management processes, specifically with SaaS application case escalation.
• Strong leadership, communication, and problem-solving skills.
• Proven ability to support and guide a multigenerational team of diverse culture, manage work allocation, conduct performance and development conversations, and handle difficult discussions effectively.
• Work shifts will align to the Pacific region; hence business support hours will start at 7am (Malaysian time).

What makes you stand out:

• Knowledge of investment management principles, asset classes, and financial markets.
• Experience supporting global investment platforms, portfolio management, and risk management systems.
• Ability to translate complex technical issues into business impact and communicate effectively with diverse stakeholders.
• Proven success in managing vendor relationships and leading technology projects or process improvements. May require occasional extended hours, public holidays and/or weekends to address critical issues or meet project deadlines.
• Responsible for leading an application support team managing multiple applications across various work management platforms

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.