Manager - Asset Application Support
- Qiddiya Investment Company
- الرياض السعودية
- Full-time
وصف الوظيفة
The Manager – Asset Application Support is responsible for managing Level 2 support operations across Qiddiya’s asset applications portfolio, including systems for ticketing, F&B, leasing, retail, and park management. This role ensures consistent service delivery, SLA adherence, and effective incident resolution. The Manager will lead a team of Assistant Managers and Specialists, coordinate with vendors, and collaborate with L0/L1 support and Application Design & Delivery teams to drive continuous improvement and operational excellence.
Key Responsibilities
- Oversee daily L2 support operations for asset applications, ensuring timely resolution of incidents and service requests.
- Develop and maintain support workflows and documentation to standardize service delivery.
- Monitor SLA performance and report metrics to the Senior Manager, identifying areas for improvement.
- Act as escalation point for complex issues and coordinate resolution with vendors and internal teams.
- Manage relationships with managed service providers, ensuring contractual compliance and performance.
- Lead and mentor Assistant Managers and Specialists, ensuring adequate coverage and expertise across application domains.
- Collaborate with Application Design & Delivery teams to implement permanent fixes and enhancements.
- Support training initiatives for L0/L1 teams to improve first-call resolution rates.
- Maintain strong relationships with business stakeholders to align support services with operational needs.
متطلبات الوظيفة
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- 6–8 years of experience in IT application support, with at least 2 years in a leadership role.
- Proven experience managing support for applications such as POS, ticketing, leasing, and park management systems.
- Experience in SLA management, vendor coordination, and multi-tiered support environments.