Lead Enterprise Apps Manager: Level 2 Support & IAM

AirAsia; Sepang; Hybrid; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Medical benefits and insurance

Flexible work arrangement

Career development programs

Airline flight discounts

Job summary

AirAsia is seeking an experienced Application Technology Support professional to ensure reliable application services, manage incidents, and handle service requests with adherence to SLAs. You will escalate as needed, perform root-cause analysis, and drive CSI by improving processes and automation.

The role requires strong ITIL knowledge, 5+ years in application support or IT operations, and experience with IAM and cross-functional collaboration.

Qualifications

• Experience in application support or IT operations with incident and service request handling.
• Strong ITIL knowledge with emphasis on Incident and Service Request Management.
• Preferred airline/aviation industry exposure.

Responsibilities

• Own incidents and service requests within Application Technology Support; track, follow up and resolve per SLAs.
• Act as Level 2 Application Support and escalation point for Level 1 teams and vendors.
• Troubleshoot, perform root-cause analysis, and resolve issues to reduce Level 3 escalations.
• Collaborate with IT Assist, vendors, PICs, and cross-functional teams on incidents.
• Drive Continual Service Improvement by identifying recurring issues and automating tasks.
• Support IAM activities including user provisioning/deprovisioning and access reviews.

Skills

Incident management

Service desk

IAM

Troubleshooting

Cross-functional collaboration

Analytical thinking

Verbal and written communication

Time management

Education

Bachelor's degree in Computer Science or IT

Tools

Google Workspace

Monitoring tools

APIs/system integrations

Identity and Access Management tooling

Job description

AirAsia is seeking an experienced Application Technology Support professional to ensure reliable application services, manage incidents, and handle service requests with adherence to SLAs. You will escalate as needed, perform root-cause analysis, and drive CSI by improving processes and automation.

The role requires strong ITIL knowledge, 5+ years in application support or IT operations, and experience with IAM and cross-functional collaboration.