Manager - Asset Application Support

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.

Requirements

• 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.