1 POSITION PROFILE

1. POSITION DETAILS
Position Title Head of Application Maintenance Support

2. JOB REQUIREMENTS
Overall mission :

The Head of Application Maintenance Support main responsibility is to ensure the provision of a service to clients
ensuring that their Business Applications remain operational through proactively identifying, investigating and
resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their
primary objective is to ensure zero missed service level agreement conditions. The Head of Application Maintenance
Support focuses on ensuring all lines of support for complex incidents through the effective management and
leadership of a team of Support Engineers.

KPIs:
• Customer satisfaction
• Meeting customers’ committed SLA
• Restoration Cycle Time
• First Fix Right

Area of responsibilities:

Monitoring
They ensure that assigned Applications at the client site is configured, installed, tested and operational. In this regard
they will perform necessary checks, apply monitoring tools and respond to alerts.

The Head of Application Maintenance Support identifies problems and errors prior to or when they occur. He or she
will log all such incidents in a timely manner with the required level of detail with all the necessary stakeholders. They
liaise with all stakeholders including client IT environments, vendors, carriers and PCCWS colleagues to expedite
diagnosis of errors and problems and to identify a resolution.

Support
They investigate all line support calls and identify the root cause of incidents and problems to ensure proactive future
management. They ensure the efficient and comprehensive resolution of incidents and requests. This could involve
ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They
will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the
incident to resolution within the service level conditions.

Where necessary, they escalate requests and exceptions to the 3nd line support team.
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They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed
by PCCWS procedures.

Incident Management

When required they will take responsibility for receiving calls and incidents at the services desk. They assist in
analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required.

They update incidents with progress and resolution details.

People Management

They act as people managers to a team of Support Engineers, taking responsibility for the operational management of
the team, creating and executing plans and reporting on team activities in the required forums. They also ensure that
employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the
training and development of their team members.

Champion customer satisfaction

They lead the development and implementation of customer service policies, procedures and standards that will ensure
the continued satisfaction of PCCWS customers

Client engagement

They display strong ccustomer service orientation and strive for client engagement. They are expert at preparing and
presenting customerss with their solutions and they can convince and persuade internal and external stakeholders of
the right course of action.

Skill Development

They research and investigates emerging Applications technologies and the best practices associated with them. The
person to analyze customer business needs and able to translate this knowledge into an understanding of how markets
and clients will respond to new trends in technologies. The person to lead the team to develop new skills.
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3. PERSONNEL REQUIREMENTS
Education
Special/Professional Certificate
Years of Experience
Fields of Experience
Personality Traits
BSc in Software Engineering or other related fields
ITIL certification and experience in any Applications Platform e.g. Oracle,
Siebel, SAP etc
Min. 10 years’ experience in Applications Management in Telco domain
and managing large teams
Minimum 8 years of experiences in similiar capacity
Nice to have: experience in Agile or DevOps.
• Demonstrated ability to develop and sustain productive work
relationships with support groups, clients, partners and
internal stakeholders
• Experience in driving large teams to focus on operations areas
related to Application Maintenance with clear strategy and
visions in mind to growth the operations and teams.
• Well versed in using office productivity tools not limited to
Microsoft Project, Microsoft PowerPoint, Microsoft Excel,
Microsoft Visio
• Experience in technology and people management; capabilities
to lead and guide team members
• The person meticulous individuals with excellent operations
management ability. They have excellent strategic thinking
capability and good analytical skills. They are service orientated
individuals who are able to create client value whilst maintaining
profitable business results. They have a thorough understanding
of business processes and strategic objectives and can translate
these into services that create a competitive edge for PCCWS in
the positioning of their services. They possess excellent
communication skills (both verbally and written) and employ
these skills to interact with a variety of stakeholders. They
display excellent leadership skills and are able to engage in
difficult situations.
• Proactive and dedicated to always propose implement and ideas
to improve the operations.