Job Purpose

- To manage and provide on time and effective technical support, solve problems for all business applications to ensure business continuity and services availability - Provide technical knowledge and leadership in the specific applications support activities covered by the team. - Ensure necessary technical training, awareness and experience levels are maintained within the team or department relevant to the applications being supported and processes being used. - Responsible for ongoing communication with users and customers regarding application performance solving all business requirements. - Report to senior management on all issues relevant to the applications being supported. - Ensure accuracy of problem solving, applying temporary problem fixes, workarounds in order to resume business operation. - Receive and act on internal true customers’ complains. - Ensure optimum application support resources utilization, and proper utilization measures. - Ensure all customer data and production information confidentiality. - Improve customer service/satisfaction by enhancing process or by introducing new tools. - Maintain Service Level Agreement (SLA) and ensure improvements. - Design and set operational level agreements (OLA) with other teams. - Anticipate the upcoming workload, securing the required resources and set backup plans. Able to evaluate the actual required resources to support systems. - Ensure that resources are effectively trained to transition, operate and improve the technology required to deliver and support IT services. - Ensure applications changes are followed by the change management process. - Set yearly training plan to enhance staff technical and non-technical skills. - Define and maintain department KPIs and performance measures. - Conduct regular monthly One-to-One meetings with all direct reports. - Direct users to official channels for reporting issues. - Escalate production environment global issues to direct managers. - Ensure applications changes are followed by the Change Management Process. Full compliance with IT Security Policy. - Assure of customer data and production information confidentiality.

Report To Position Name

N/A