IT - Application Support Manager

Leading the application support team for business applications across
the Middle East region, focusing on availability, support and
augmentation of core business applications.
• Lead applications support team in Middle East
• Responsible for availability of Middle East application services, both for Front and back office services
• Ensure business application systems are developed, maintained,
• and supported in order to achieve efficient and effective delivery of services
• Manage application configuration and upgrades, problem analysis and resolution for complex application problems, engaging vendors and L3 support teams as required
• Manage application projects providing technical and project management input as required
• Improve application functionality and performance and provide suggestions for system and business improvements
• Manage relationships with vendors and outsourced suppliers for local applications
• Develop procedures and documentation for application support
• Responsible for Application support team SLAs
• Develop and maintain interfaces, export and imports, and ensure their smooth running where required
• System configuration, scripting and user admin according to application needs
• Delivery of management reports on application and system performance
• Support creation of end user training documentation and arrange third party training
• Line manage and develop application support team
• Ensure compliance with information security policy for inscope
• applications
• Plan and test disaster recovery plans for inscope applications
• Manage incident queues and lead on problem resolution and escalation
• Partake in Major Incident teams as required
• Responsible for overarching portfolio of applications, release management, outages and upgrades
• Manage testing activities for inscope applications, and responsible for creation of testing plans and UAT sign offs
• Participate in stakeholder SLA reviews 3 of 2

Education
• Bachelor's Degree in Computer Science or similar

Language
• Fluency in English
• Arabic an advantage

Specific Experience
• 8-10 years in an Application Support environment, 2-3 years in
• a leading role
• Technical Skills
• IT delivery and management tools: JIRA, Azure Dev Ops,
• Service Now, Share point, Confluence, MS Teams,
• IT Service Support and Management tools: Service Now or
• similar
• Integration and middleware: Mulesoft,
• Databases, DWH and SQL: Oracle 11g, Redshift, Snowflake, SQL queries
• Cloud computing services: Azure, GCP, AWS
• Programming, version control: C++, Oracle PL/SQL, VBA, StarTeam, Subversion, SourceSafe
• Operating systems: MS Windows
• Business Operating Solutions: SAP, Oracle, Workday, Salesforce

Soft Skills
• Excels in developing and maintaining strong stakeholder
• relationships across the business both locally and regionally
• Excellent leadership, team building and people management
• skills
• Proactive and organised with excellent time management and
• decision making skills
• Thorough with an eye for detail
• Passionate about client service
• Excellent negotiation skills
• Strong work ethic
• Ethical Conduct