Kerja Sepenuh Masa, Business Application Manager di ViewQwest Federal Territory - Maukerja

Role Summary:

The Business Support Manager is a hybrid people-leader and hands-on contributor. The role leads, coaches, and develops a team of approximately five to six members, while personally contributing to solution design and build work on high-priority initiatives.

The Manager owns the balance between business-as-usual (BAU) support, ad-hoc requests, and project delivery across internal stakeholders. The role translates business requirements into practical, well-tested, maintainable solutions; upholds delivery discipline; and builds a team that can operate with clear accountability and reduced dependency on any single individual.

Platform familiarity (for example Salesforce, JIRA / Atlassian, n8n, Mailgun, Customer Portal, and IMS) is an advantage. Strong people leadership, delivery discipline, solution judgement, and integrations literacy are essential.

Key responsibilities:

1. Team leadership and people management

• Lead, coach, and develop the Business Support team, setting clear priorities, expectations, and standards of accountability.
• Track team performance, attendance, and workload; conduct regular one-to-ones and provide constructive feedback.
• Own probation reviews, confirmations, and performance evaluations in coordination with Human Resources.
• Participate in hiring: define role requirements, interview candidates, and onboard new team members.
• Mentor team members and build capability so the team can scale and operate with reduced single-person dependency.

2. Solution design and execution

• Analyse requirements from Business Analysts and stakeholders, and design suitable, scalable solutions.
• Plan and oversee delivery from build through testing, deployment, and post-go-live support.
• Make sound build-versus-configure decisions and ensure solutions remain maintainable.
• Contribute hands-on to design and build work for high-priority projects, while prioritising leadership and delivery oversight.

3. Service delivery - BAU, ad-hoc requests, and projects

• Balance daily BAU support with ad-hoc requests and project work.
• Prioritise incoming requests based on business impact and urgency; communicate timelines clearly to stakeholders.
• Maintain transparent team trackers so work is visible, prioritised, and accountable.
• Uphold stable BAU service levels and clear request triage practices.

4. Platform support, maintenance, and integrations

• Provide ongoing support and maintenance for business systems and related integrations used by the organisation.
• Monitor system health, automations, and integrations; investigate and resolve incidents and failures promptly, including occasional after-hours or on-call response when required (infrequent).
• Manage user access, permissions, and data quality across platforms, in line with governance expectations.
• Keep system documentation, configurations, and runbooks current so support continuity does not depend on any one person.

5. Process improvement and initiatives

• Drive initiatives that improve project tracking, delivery visibility, and internal process alignment across departments.
• Identify recurring issues and automate or standardise them where appropriate.
• Strengthen documentation, access/permission governance, and operational hygiene across the team’s portfolio.

Essential criteria (must have):

• Demonstrated people leadership or team-lead experience of at least 2–3 years, including coaching, performance management, and workload prioritisation.
• Proven ability to balance BAU support, ad-hoc demand, and project delivery with clear prioritisation and stakeholder communication.
• Strong delivery discipline: ability to scope work, manage risks and dependencies, coordinate testing/UAT, and see initiatives through to go-live and post-launch support.
• Sound solution-design judgement: ability to turn business requirements into practical, scalable designs and document them clearly.
• Integrations literacy: working understanding of APIs, webhooks, middleware concepts, and data mapping between systems (tool-agnostic).
• Ability to contribute hands-on to high-priority builds while leading and developing a team.
• Strong accountability, adaptability, and approachability when working with both team members and cross-functional stakeholders.
• Bachelor’s degree (or equivalent recognised tertiary qualification) in a relevant field.
• Willingness to support occasional after-hours or on-call response for system incidents (expected to be infrequent).
• Ability to work onsite in Kuala Lumpur, Malaysia.

Desirable criteria (advantage):

• Hands-on experience with one or more of: Salesforce, JIRA / Atlassian, n8n, Mailgun, customer portal platforms, or similar internal business systems.
• Experience maintaining integrations across business platforms and improving operational runbooks/documentation.
• Background in telecommunications / ISP, SaaS, or B2B operations environments.
• Experience participating in hiring, onboarding, and building team capability in a growing function.
• Familiarity with request triage, service trackers, and internal stakeholder service models.