Manager IT Application Support - Emirati Talent

Core Accountabilities

• Manage the technical research and development related to applications to identify improvement opportunities and enable continuing innovation
• Supervise the process of analyzing, specifying, and validating business needs through proper engagement with stakeholders
• Manage the troubleshooting of escalated incidents related to applications and their resolution within the defined plan in collaboration with IT Service Operations functional tower
• Support Application Development team for applications-related projects in the identification of project scope and development of technical specifications
• Monitor the adherence to SLAs with EDGE stakeholders as well as third party providers
• Manage the development of periodic reports on applications utilisation and performance
• Provide continuous support to the application landscape, identify and implement the required system updates / upgrades as well as the resolution of all software related issues across EDGE
• Implement monthly service reviews with end users and ensure issues are resolved to maintain operational continuity
• Liaise with the Product/Solution Management team to ensure the successful implementation across EDGE while adhering to EDGE and industry leading quality standards
• Oversee performance and progress of all application development projects including integration, testing and commissioning activities, as per planned timelines, milestones and project objectives in coordination with the IT PMO sub-function
• Assist in change management and the proactive adoption of application platforms through the development of strategic, targeted employee facing communications at all levels of the organization that demonstrate the value of best practices over current state work processes
• Perform any other duties as requested by the reporting manager
• Provide input towards budget preparation for the function/sub-function
• Identify training and development needs of direct reports
• Provide constructive feedback to direct reports and provide inputs to the function and functional tower lead on performance of employees
• Maintain knowledge on new and existing KPI requirements and its linkage to corporate KPIs and EDGE’s strategic performance management framework and scorecard
• Manage support for Business Applications or products like SAP S4 Hana, Success Factors, Ariba, Digital Solutions (Digital Signature, IOT & AI/GenAi), Manage Engine/Service now ITSM tool, Power Bi/SAP Analytics, SharePoint, Microsoft CRM, T&A Systems, Audit Tools and processes, Automation Anywhere or similar RPA Tool, Low/No Code Software, Applications Migration from different infra or domains.
• Experience in UAE or Middle East is desirable 

Experience

• Minimum 15 years of experience in Business Applications (Implementations, support) with 5 years experience in managing Applications Support Team.
• Minimum 3-5 years of support experience in Business Applications or products like SAP S4 Hana, Success Factors, Ariba, Digital Solutions (Digital Signature, IOT & AI/GenAi), Manage Engine/Service now ITSM tool, Power Bi/SAP Analytics, SharePoint, Microsoft CRM, T&A Systems, Audit Tools and processes, Automation Anywhere or similar RPA Tool, Low/No Code Software, Applications Migration from different infra or domains.
• Experience in UAE or Middle East is desirable 

Education 

• Bachelor's Degree in Information Technology or a related field
• Master’s Degree in Business Administration or a related field

Key Skills

• Skilled in Business Application support management and improvement throughout its lifecycle by ensuring regular maintenance of applications, investigating and resolving application related incidents, problems, and overseeing level 2 and level 3 support to end-users
• Knowledge of multiple functional domains
• Proficiency in the English language