Application Support Manager – Global Life Sciences Systems

The Role

Factorytalk is seeking a hands-on Application Support Manager to lead our Application Support team and deliver dependable service to customers worldwide.

You will shape the team’s processes, develop its people, and take ownership of service quality. Working with colleagues in Thailand, the United Kingdom, Indonesia and Brazil, you will support international customers across different regions and time zones.

Our team supports MasterControl, LORENZ, Tulip and BatchLine—important applications used in quality, regulatory and manufacturing operations. Experience with every platform is not required; strong support leadership and enterprise-application experience matter most.

Key responsibilities

• Lead, coach and develop the Application Support team
• Own day-to-day service delivery, priorities and support coverage
• Ensure incidents and requests are resolved within agreed service levels
• Lead critical incidents and maintain clear customer communication
• Coordinate solutions with technical teams, developers and technology partners
• Improve support procedures, knowledge sharing and cross-training
• Analyze recurring issues and drive preventive improvements
• Monitor service performance, risks, capacity and customer experience
• Support the transition of new customers and applications into ongoing support
• Build a culture of ownership, collaboration and continuous improvement

What we are looking for

• Minimum 5 years of experience in application support, service desk, IT operations or enterprise software service delivery
• Bachelor’s degree or higher in IT, computer science or a related field, or equivalent professional experience
• Experience leading or coaching a technical support team
• A hands-on, customer-focused leadership style
• Knowledge of incident, problem, change and service-level management
• Strong troubleshooting and root cause analysis skills for complex application and system issues
• Excellent business stakeholder management skills and ability to manage expectations
• Strong verbal and written English communication skills
• Experience with Jira, ServiceNow or similar tools
• Experience working with international customers across multicultural teams and time zones
• Experience in supporting clients and users in regulated industries (e.g., ITIL, SaaS, MES, QMS, or ERP) would be an advantage.

What we offer

• Competitive salary and benefits package including group health insurance, medical checkup, and provident fund
• Hybrid working
• Personal development, education, and professional training support
• Company retreats and team activities

If you enjoy developing people, improving services and working internationally, we would love to hear from you.