Applications Support Lead

Job Description

Working closely with delivery managers and applications support teams to
monitor Applications operations and ensure meeting business needs and ensure
no impact on business daily operations in efficient manner.
‎1. Applications SLA's monitoring
* Day to day monitoring of applications support SLA's and managed service SLA's
* Report SLA's status to Applications management on weekly basis
* Working closely with applications support teams, delivery managers and external account managers to ensure meeting expected quality and SLA's
* Working closely with managed service delivery managers to analyze, identify and continuously propose area of improvements
* Identify and prioritize logged incidents within EICT applications
* Audit tickets responses and resolutions
* Investigate breaches and provide root cause reports with plan and monitor resolution
* Work closely with delivery managers for recategorizing incidents tickets and request tickets between support groups and development groups
‎2. Applications KPI's monitoring
* Day to day monitoring of applications support KPI's and managed service KPI's
* Report KPI's status to applications management on weekly basis
* Identifying improvement opportunities to optimize and automate where possible aiming to reduce incidents and boost users experience within EICT published applications domain
‎3. Business engagement
* Communicate both internally and externally in order to build and nurture mutually beneficial working relationships to ensure meeting expectations and resolving business incidents
* Day to day monitoring of customer satisfaction responses and focus on improvements
* Act as first line of escalation for daily incidents to support Enterprise business users within EICT applications landscape
‎4. Release management
* Lead early stage of applications operational planning, application technical transition and applications stabilization activities post go-live
* Ensure successful knowledge transfer and knowledge retention through proper planning, engagement and documentation
* Lead knowledge base documentation, business training and end user guide lines documentation
* Identifying operations priorities and focus areas of applications support groups
* working closely with other EICT stakeholders and external technology stakeholders to ensure information retention and applications continuity
* Perform production audits to ensure maintaining applications authorization and profiles
* Monitoring applications certificates and licenses to ensure having applications pre-requisites in place on time
* Maintaining applications documents repository to avoid single point of failure and dependency on individuals
* Refining go-live and post go-live processes with continuous improvements following established standards
* Provide monthly or on demand reports of production releases and changes
* Proactively coordinate and update process of changes with impacted stakeholders
* Ensure meeting testing requirements and UAT approvals prior to production releases
* Proactively identify possible incidents following applications releases
* Perform audits to ensure
* Maintaining and updating EICT service catalogue of applications
* Maintaining and updating EICT product catalogue of applications
* Coordinate disaster recovery activities following scheduled EICT drills exercise

Skills

Bachelor in Computer Sciences
ITIL V3 foundation
‎10+ in applications operations management

Preferred:
Post-Graduate degree and preferred in Data Sciences
* Advanced ITIL V3
* PMP / Prince2
* Risk Management, Technology governance and/or Compliance industry frameworks and methodologies qualifications such as COBIT, CRISC, CISA
* TOGAF / any other Enterprise Architecture Framework
* Other applications vendor specific certification
‎12+ in applications operations management

Job Details

Job Location
Abu Dhabi, UAE
Job Role
Information Technology

Preferred Candidate

Career Level
Mid Career