Role summary
Qiddiya Investment Company seeks a highly skilled Senior Manager - Asset Applications Support to lead a cross-functional team providing Level 2 support for diverse applications across Qiddiya's portfolio. The role focuses on ensuring stability, availability, and performance of critical systems supporting guest experience and operational efficiency.
Responsibilities
- Oversee all L2 support activities for the complete suite of asset applications
- Ensure timely incident resolution and service request fulfillment
- Minimize business disruption from application failures
- Develop, implement, and maintain comprehensive support procedures and workflows
- Ensure consistent and high-quality service delivery
- Establish and manage Service Level Agreements for all asset applications
- Monitor performance metrics and report results to senior leadership
- Act as the primary escalation point for major incidents
- Handle complex issues within the asset application landscape
- Liaise with and manage managed service contractors and vendors
- Ensure contractors meet contractual obligations and performance targets
- Monitor application performance proactively
- Identify trends and potential issues to prevent service degradation
- Lead, mentor, and manage a cross-functional team of support resources
- Allocate resources effectively to ensure adequate coverage
- Ensure expertise across different application domains
- Cover ticketing, F&B, leasing, and park management applications
- Ensure the team receives sufficient continuous training
- Train team members upon rollout of new systems or features
- Work closely with L0 and L1 support teams
- Provide necessary training, documentation, and skills development
- Resolve the maximum number of service requests at first contact
- Collaborate with the Application Design & Delivery team
- Identify and analyze commonly reported issues and trends
- Drive implementation of permanent solutions and bug fixes
- Implement enhancements to minimize data corrections
- Reduce recurrence of incidents
- Maintain strong relationships with business stakeholders
- Understand priorities across all asset areas
- Ensure support structure meets operational needs
Qualifications
- Bachelor's degree or similar qualifications in Information Technology, Computer Science, or a related field
- 7+ years of experience in IT application support
- Significant focus on managing support for diverse business systems
- Experience in large-scale environments
- Proven experience leading a support team for applications such as Ticketing
- F&B (POS, KDS), Retail, Leasing Management, Event Management, Asset Management and Park Management Systems
- Demonstrated success in establishing support procedures
- Defining and managing SLAs
- Overseeing vendor and managed service provider relationships
- Experience working in a multi-tiered support environment (L0, L1, L2, L3)
- Proven track record of improving first-call resolution rates
- Strong background in collaborating with design, delivery, and development teams
- Effective problem management and continuous service improvement
Education
Bachelor's degree or similar qualifications in Information Technology, Computer Science, or a related field
Experience
7+ years of experience in IT application support with significant focus on managing support for diverse business systems in a large-scale environment
Skills
- Cross-functional team leadership
- Service Level Agreement establishment and management
- Support procedures development
- Managed service provider and vendor management
- Application performance monitoring
- First-call resolution rate improvement
- Major incident escalation management
- Multi-tiered support environment management
- Design, delivery, and development team collaboration
- Effective problem solving
- Continuous service improvement
- Training and team development
- Resource allocation and management
Education · Experience · Type
Bachelor'sRequires 7+ yearsFull-timeSalary not stated