Job Summary

IT Business Support will provide advanced technical support and troubleshooting assistance to internal business users. This role involves resolving complex IT issues, managing IT projects, maintaining IT infrastructure, and ensuring the smooth operation of business systems and applications. Also, will contribute to developing and implementing IT policies and procedures and act as a technical resource for junior team members. Primary focus will be on IT Application Management & Support (e.g Leisure & Hospitality, Leasing, Retail & Malls). 

Key Responsibilities

• Lead the application team in managing, supporting, and maintaining all existing IT applications while acting as the primary point of contact between IT and business stakeholders.
• Serve as the Division’s business analyst by supporting the development, implementation, and enhancement of applications and business processes. Ensure smooth daily operations, system availability, and effective adoption of new technologies.
• Lead the setup, configuration, administration, and support of business applications and systems, including POS platforms such as Xilnex and Yardi, supporting Ticketing, Retail, and F&B operations. Manage system configurations including pricing, promotions, interfaces, postings, and e-invoicing across current and future platforms, including online channels.
• Participate in application project implementations, including installation, configuration, testing, and validation activities to ensure successful deployment.
• Coordinate with service providers and vendors to analyze, troubleshoot, resolve, and document application-related issues beyond the capability of IT Support or Group IT teams. Provide regular updates and escalate critical issues to the IT Support Manager when required.
• Maintain high availability and reliability of application services to support secure, efficient, and uninterrupted business operations across departments.
• Manage application upgrades, patches, and version updates to ensure systems remain current, secure, and fully supported.
• Perform application backup and restoration activities in compliance with financial, operational, and business requirements.
• Provide alternative solutions and recovery support during application failures to minimize disruption and enable timely business resumption.
• Provide application expertise and technical support during Disaster Recovery planning, testing, and execution.
• Support budget planning and procurement activities for IT applications, software, services, and solutions, ensuring cost efficiency and alignment with business objectives.
• Ensure all applications comply with organizational governance, risk management, security requirements, and access management review processes.
• Perform any other duties and responsibilities assigned by Management as required.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field. 

• Relevant IT certifications (e.g., CompTIA A+, Network+, Security+, Microsoft certifications) are preferred. 

Skills & Abilities

• Cloud Computing: Knowledge of Google Cloud or similar cloud platforms to support scalable, reliable, and efficient IT solutions.
• End-User Support: Proficient in supporting mobile devices, laptops, desktops, POS systems, printers, office application software, and telephony services within the Division’s technology environment.
• Industry-Specific Experience: Minimum 5 years of experience supporting IT operations in themed parks or similar large-scale environments involving Ticketing, F&B, Retail, Online Platforms, and System Interfaces.
• Database and Application Management: Familiarity with MySQL/SQL databases and corporate application systems such as ERP platforms is advantageous.
• Certifications and Technical Skills: Certifications such as ITIL V4 and PMP are highly desirable, together with knowledge of Microsoft 365 products, including Power Apps and Power BI.
• Staff Management: Minimum 3 years of experience managing and supervising IT staff, ensuring effective operations, resource planning, teamwork, and service delivery.
• Flexibility and Availability: Ability to work beyond standard hours, including weekends, public holidays, and off-days on a rotational basis when required. Must be available to respond promptly to emergencies and unexpected operational requirements.
• Mobility: Must have reliable personal transportation and the ability to travel between different work locations as required.
• Stakeholder Communication: Ability to communicate effectively with stakeholders at all levels, demonstrating integrity, analytical thinking, strong problem-solving skills, and professionalism.
• Work Capability: Resourceful, hardworking, and able to work independently with minimal supervision while managing multiple tasks, priorities, and deadlines under pressure.
• Service Management and Leadership: Strong people management skills with the ability to assign tasks, prioritize workloads, monitor ticket progress, and ensure service level agreements (SLAs) are achieved.
• Personal Attributes: Strong attention to detail, adaptability, and commitment to continuous improvement, operational efficiency, and service excellence.

Expected Minimum Years of Experience

5 Years and above