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TECHNOLOGY SUPPORT MANAGER - SAP

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Date: 14-Nov-2021

Location: DUBAI, AE

Company: ENOC

Job Title

Technology Support Manager - SAP

Business

ENOc - SSC

Job Purpose

Managing and leading support and maintenance for one or more of technology specific functions and platforms (AI & Enterprise, SAP ERP, Oracle ERP or smart service & mobility) and responsible for leading and performing leading and performing continues improvement of delivered IT services and enhance IT service management framework.

Principal Accountabilities

Strategy/Governance 
•    Review and approve all application designs and updates 
•    Monitor monthly and quarterly performance results, identify performance gaps and ramifications and lead the development of corrective actions that tackle the root causes
•    Provides inputs in setting IT standards and guidelines
•    Proactively identify evolving technology driven improvement opportunities and implementing relevant application development methodologies and tools
•    Assisting in development and updates of policies and standards and ensure implementation of policies and standards.
Operational 
•    Manages and maintains enterprise applications post go live
•    Ensures applications SLAs or OLAs are met
•    Ensures adherence to IT service management framework and standards
•    Oversee the applications availability, performance, and capacity planning.
•    Manage applications vendor and contractual technical terms.
•    Lead applications related problem or incident resolution with internal and external stakeholders.
•    Ensure adherence with all defined service levels and system performance targets.
•    Available 24x7 to respond for business or IT operation team calls and attend urgent incidents with IT emergency team on site.
•    Manages, maintains, scale and change application in line with the enterprise architecture standards of GIT.
•    Reviews and approves and technical specifications
•    Plans the capacity for the support teams
•    Ensures adherence to development, PMO and IT service management standards 
•    Effectively contribute to the business case development and project management of new application development projects, including working with the management to identify common application needs and technology platforms 
•    Assessing technology capacity to meet the future needs of the organization and recommending new applications and new configurations
•    Support and effectively contribute to the IT solutions and software system components integration.
•    Oversee periodic research to identify innovative and emerging solutions and technologies to improve service performance and reliability
•    Acts as point of technical support and onsite support to ensure all issues related to all enterprise solutions are addressed appropriately
•    Provides client assessments, and pitches IT equipment and service packages during meetings or presentations
•    Maintains familiarity with current and upcoming IT equipment, services, and other developments
•    Coordinates troubleshooting, support, and service for equipment and networks when necessary
•    Upholds a sense of customer service and measures client satisfaction
Financial Management 
•    Provide inputs into the GIT annual budget from an application development perspective
•    Manage the allocation of budgets and highlight any deviations in a timely manner 
People and Talent Management
•    Formulate workforce planning reports and talent acquisition plan and budgets for application development to ensure adequate staffing for optimal operational smoothness
•    Identify talent for pivotal roles from a succession management standpoint to ensure business continuity

Experience

Education
•    Bachelor’s Degree in information technology, computer science, computer engineering from a recognized university.
•    Master’s Degree is preferable.
•    Preferred professional certifications: Enterprise IT (e.g. TOGAF, SOA, PMP, COBIT, ITIL…), industry certification in enterprise applications (e.g. MCSD, RHCEAD, Oracle, SAP, Java…) 
Experience 
•    13+ years of Information Technology experience.
•    5+ years of relevant working experience. 
•    Working experience in multiple industries (e.g. Oil & Gas, Energy, Utilities, Retail, Government…) is preferable.
•    Working experience of supporting and maintaining a landscape of multiple and integrated applications and services.
•    Working experience in one or more of technology specific platforms (AI & Enterprise, SAP ERP, Oracle ERP or smart service & mobility)
•    Excellent knowledge in IT service management.
•    Good knowledge in project management methodology