Omnichannel Applications Support Manager

Managing technical support for ecommerce related applications (websites,
mobile applications and other digital touchpoints). Ensuring seamless
experience for Nahdi Guests through exercising best in class software
maintenance practices in order to provide technical stability and performance.
Accountabilities
Applications support
* Secure Omnichannel platforms stability and performance by:
* Coordinating incident management process
* Managing work of external agencies to provide ‎24/‎7 maintenance
* Ensuring application and infrastructure monitoring for all Omnichannel platforms is applied and utilized
* Oversee support efforts of internal and external teams
* Ensure fixes and root cause analyses are delivered on time and with required quality
* Monitor technical and business KPIs from SLA contracts with application and infrastructure maintenance agencies
* Coordinate effort of internal and external teams to ensure quick fixes, incident handling
* Analyze new development projects to understand platform performance impact and technical/architectural details
* Support all new projects testing activities
* Consult at all stages of new features/enhancements for digital platforms
* Manage multiple vendors to ensure quality deliverables in application and infrastructure support areas across all platforms and businesses (Nahdi and NahdiCare in KSA and UAE)
Employee duties are not limited only to the above-mentioned Accountabilities;
he/she may perform other duties as assigned.
Work Environment
* Indoors : ‎100%
* Outdoors : ‎0%
* Working Days : ‎5 Working Days
* Days off : ‎2 Days Off
* Working Hours : ‎8:00 AM - ‎6:00 PM (‎1 hour break)
Job Requirement
* BSc Degree (preferably IT)
* PM certificate will be an asset
Education
* At least ‎2 Years on similar position
* IT project management background
* Proven ecommerce solutions implementations or support/change experience
* Vendor management
* Team management
Experience
* MS Office Suite, advanced MS Excel user
* Magento/PHP development skills
* Understanding of ecommerce technical architecture
* Jira or other IT projects tracking tools
* Familiar with website monitoring tools (application and infrastructure)
* Google Analytics and or other traffic measuring tools
Computer Skills
* English
* Arabic
Languages