Senior Consultant - Application Management Services - Outsystems - My

Work you will do

The Singapore team provides Application Managed Service (AMS) or Operate services to our Clients in the SEA region for the various applications. We partner with our Clients to ensure business continuity and perform value added task by delivering continuous improvements within the internal IT process and procedures and also the business processes defined in the application. The support that the AMS team renders enables our Client to focus more on their strategic work whilst we focus on maintaining the business satisfaction for the implemented application.

The Singapore team works hand in hand with our Consulting team to provide end to end services to our Clients from Advisory, Implement to Operate. We are key in ensuring that there is seamless transition from the project implementation team or the Client’s incumbent AMS service provider.

Our team consist of various diverse sub-teams at various locations (Kuala Lumpur, Bangkok, Manila, Ho Chi Minh City, Singapore) supporting the different applications. As a team member, you will embrace the benefits of a diverse workforce which can truly be an enriching experience.

As a Senior Consultant in this team, you will be placed to continuously grow and challenge yourself and to lead and coach the analyst and consultants.

Play a key role to deliver operate services which includes troubleshooting and understanding of the request/problem raised, solving day to day production issues (bug fixes) within the agreed Service Level Agreements, identify, lead and deliver improvements, supporting the team in trending analysis and other internal initiatives to develop the required functional, technical and soft skills.

Key responsibilities include:-

• Perform in-depth analysis and act and resolve independently on request or incidents (all complexities) raised by the Client for their application within the agreed Service Level Agreements and with quality

• Identify and perform problem management to reduce re-occurring issues/incidents. Present the root cause analysis to the right stakeholders and deliver the permanent fix (where applicable) within agreed time-frames and with quality.

• Lead discussions on High Level solution design and estimations for enhancements and ensure all considerations are taken for the end-to-end solutioning.

• To lead the delivery of the enhancements within the agreed timeframe and with quality.

• Able to take on a Team Lead and/or a Process Expert role when required on top of the day-to-day issue resolution.

• As a Team Lead, able to monitor workload of team and where needed make necessary decisions to ensure quality and on-time delivery for the clients. Able to lead and prepare all necessary reporting for SLA Governance, Root Cause Analysis and Statuses.

• As a Process Expert, to coach and guide other team members (within team and across other AMS teams). Where necessary, to conduct training to assist in speeding up knowledge transition for team members.

• Engage Clients in discussions/meetings to understand issues, gather requirements, provide status updates and to present improvements.

• Act as the ambassador and work closely with all necessary parties involved to ensure successful implementation of the AMS support practice in Deloitte SEA. This includes spreading the understanding of AMS and its value realization to internal and external stakeholders.

• Partake in the deliverable development of the AMS setup in Deloitte SEA.

• Drive and embed any Continuous Improvement initiatives on top of existing workload to further improve current processes within the organization

• Fully comply with and adhere to all the standard AMS process & procedures that are developed.

• Higher Diploma or Bachelor degree in any relevant discipline.

• Have at least 5-8 years’ experience working as an application support team member or, implementation team member.

• Experienced in implementing or supporting applications on OutSystems (OS) platform or .NET is an added advantage.

• Have previously worked on Singapore Government / Public Sector implementation or maintenance support scope of work.

• Ability to independently acquire the end to end business process of the client business / operation and work independently to lead the troubleshooting of applications.

• Ability to facilitate effective discussions/meetings independently to lead the resolution of incidents / problems and implementation of enhancements.

• Appreciation of digital enterprise and emerging technologies.

• Sound business acumen, teamwork and leadership qualities.

• Having the ability to do basic technical debugging is an added advantage.

• Good spoken English. Ability to speak other languages will be an added advantage. Example, Mandarin, Bahasa Malaysia/Indonesia, Thai, Japanese, etc.

• Demonstrated success in multi-cultural work environment.

• Strong analytical and negotiation skills.

• Curious, creative, pro-active and always seeking out new challenges.

• Willing to explore and expand knowledge on an on-going basis.

• Willing to work based on Client’s business work days and office hours (and when required, additional hours for critical/high incidents).

• Willing to work on shift and/or on-call basis.

• Ability to travel if required, i.e to be placed at Client's site for the project.