Responsibilities: Provide leadership and guidance to the team to ensure alignment with management expectations. Responsible and overseeing the Support progress with constant monitoring and review and providing regular statistical updates to the management. Ensure that the System and Services are in smooth operation condition. Constant review of the operation processes and to develop improvement plans to facilitate users to be more efficient and effective. Review and identify the training requirements to improve and ensure users' continuous adherence to the standard operating procedure and to have the competency in carrying out their duty. Prepare training schedules and coverage to drive knowledge and to ensure continuous adherence of SOP to the users. Plan training agendas to effectively convey the topic's key understanding and standard practices to the users. Ensure training materials are aligned to the topics with sufficient scenarios/examples for effective understanding delivery to the trainees. Strategize quizzes for each training topics to effectively assess the user's understanding and skills in adopting into their day-to-day operation. Organize and schedule Roadshows to create awareness on technology, processes and situations for a more informed organization. Set and constantly review the team's KPI and achievement. Identify and plan for the team's learning/training requirements to prepare for future goals. Perform relevant tasks as assigned by Management from time to time. Requirements: Candidate must possess a Bachelor of Information Technology or Master of Business Administration (MBA). 9 years' experience in IT support, server and data maintenance in system and application. Demonstrated good track record in providing support and service to the users. Solid records in leading and managing a team. Experience in IT support and handling users. Strong communication skill in dealing with technical and non-technical stakeholders, explain technical concepts in simple terms and provide guidance to users. Strong problem-solving and troubleshooting skills, identify root causes, and develop effective solutions. Strong analytical skill to identify issues and bottlenecks and resolve the operation related problem in the quickest time. Good technical skill in understanding of various IT systems and software applications. Good in analyzing support history and trends. Able to understand operation and propose improvement opportunities to further improve the organization. Good leadership skill to motivate and guide support team members, delegate tasks and make critical decisions.