Applications Support Section Head

Job Purpose

The jobholder is responsible for managing Applications Support activities providing L1 support for internal and external applications, portals, and ERP, through an appropriate ticketing system, to ensure availability and high performance for users within agreed service level agreements and timeframe.

Operational

• Provide subject matter expertise in applications support subjects and support in developing approaches and tools
• with internal and external stakeholders including other departments, public and private sector entities, contractors, and consultants
• sources of data, ensure data accuracy and conduct complex analysis
• and handle escalated cases/issues with the Director and ensure resolution in a timely manner
• advanced reports and submit for decision-making purposes
• other activities as and when required
• development, review, update and maintenance of the applications support services including FAQ, knowledge-base, self-help manuals, documents and forms in order to handle level 1 support of applications, portals, and ERP consistently through effective prioritization and timely resolution
• the continuous update of ticketing system to ensure full benefit from the tool regarding service support
• continuous front-end and back-end communication to resolve application incidents in a timely manner
• with Business Analysis and Development on requirements to update and develop application support ticketing system
• the performance metrics of the applications support to ensure alignment with agreed procedures and KPIs and evaluate the effectiveness of the support
• developed management reports about application support performance in terms of reported incident statistics, response time, etc.

Education, Certifications

• Bachelor’s Degree in Computer Science or Computer Engineering or a related field
• Technology Infrastructure Library certification (ITIL) or Microsoft Certified Solutions Associate (MCSA) or any other equivalent certification is a must
• English language level: Advance

Experience

• 7+ years of relevant experience
• in applications support
• Previous experience in government sector or regulatory bodies is preferable