Who we are:

GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the world's most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.

About the role: 

Manage and oversee a team of application support specialists in Southeast Asia, ensuring the smooth operation of critical business applications by providing timely technical support to users, managing incidents, resolving issues, and collaborating with cross-functional teams to maintain system stability and performance.

Responsibilities: 

Team Management

• Lead and manage a team of application support specialists, providing guidance, performance feedback, and coaching to ensure optimal service delivery.

Implementation

• Participate in project implementation, ensuring the successful deployment of solutions (D365, Vinculum, Magento, etc.).
• Coordinate with vendors and project stakeholders to define project scope, timelines, and deliverables.
• Ensure minimal disruption to ongoing business operations.

Support and Maintenance

• Provide technical support to users across the region for assigned applications, addressing inquiries, troubleshooting issues, and resolving problems efficiently.
• Manage incident tickets, monitor application performance, identify potential issues, prioritize tasks, proactively implement preventative measures, and escalate complex problems to the appropriate teams.

Integration and Testing

• Oversee CRM and payment integrations, conducting system testing, including unit testing, integration testing, and user acceptance testing (UAT), to ensure the quality and reliability of system solutions.

Documentation and Training

• Maintain comprehensive documentation of application support processes, troubleshooting guides, and knowledge base articles.
• Facilitate knowledge sharing within the regional team to ensure consistent service quality.
• Conduct regular training sessions to upskill the team on new features, updates, and best practices.

Requirements:

• Strong understanding of application support methodologies and best practices, especially in POS and e-commerce operations.
• Proven experience in managing a technical support team in a regional setting.
• At least five years of experience with MS Dynamics solutions.
• Preferably experienced in the retail industry.
• Excellent problem-solving and troubleshooting skills.
• Ability to effectively communicate with application vendors, as well as technical and non-technical users at all levels.
• Strong customer service orientation and the ability to build positive relationships with stakeholders.