Application Support Manager

Advanced Operations Technology - AOT - Maadi, Cairo

33
Applicants for
1 open position
28
Seen
12
Shortlisted
Experience Needed:
5 to 7 years
Career Level:
Manager
Job Type:
Full Time
Salary:
Confidential
Languages:
Arabic, English
Vacancies:
1 open position
About the Job

Main Job Duties:

  • Support Oracle products (Middleware, WebLogic, SOA, BI, Web Center, and Databases).
  • Apply ITSM Policies and Procedures.
  • Manage and Direct support team.
  • Manage Customer needs and tickets.
  • Implement changes service management infrastructure to support services.
  • Responsible for implementing the provided service management processes and service request procedures using the service management tools.
  • Responsible for ensuring successful integration of new or changed application services within existing environment.
  • Accountable for ensuring the smooth operations of the service management tools.
  • Responsible for maintaining, operating, troubleshooting and improving ITSM tools.
  • Responsible for enhancing the monitoring capabilities to meet the business requirements.
  • Accountable for ensuring Problem Management process is consistently followed.
  • Conduct problem identification, recording classification and investigation activities.
  • Perform role in Availability Management process related to management infrastructure.
  • Perform role in Capacity Management process in relation to management infrastructure.
  • Perform role in Change Management process in relation to management infrastructure.
  • Perform role in Configuration and Release Management process in relation to management infrastructure.
  • Perform role in IT Service Continuity Management process in relation to management infrastructure.
  • Perform role in Incident Management process providing 2nd level support.
  • Documenting all changes in the environment.
  • Ensure that CAB is correctly defined based on need.
  • Ensure all Changes are recorded in the CMDB.
  • Identify improvements in the environment and propose an implementation path with minimal impact.
  • Plan for sizing the environment according to the business needs.
  • Maintain any existing SLA’s with depending technologies.
  • Report on health, performance, SLA, incidents and problems, implementations.
  • Scan regularly for any anomalies that might disturb the provided service and SLA’s.
  • Provide guidance to monitoring staff on threshold levels and alarm categories.
  • Ensure System and Data designs are fit for purpose.
  • Provide a technical interface with Suppliers to ensure full understanding of our needs.
  • SLAs Management and Development.
Job Requirements

Requirements

Successful individuals will be self-starters with the following attributes:

  • Bachelor degree in Computer Science, Information Systems or a related discipline.
  • (5-7) years relevant experience in IT Service Management role or similar working in a local or international IT service provider environment.
  • Experience in Oracle products (Middleware, WebLogic, SOA, BI, Web Center, and Databases).
  • Proven history of successfully interacting with customers and delivering solutions which meet customer expectations.
  • Maintains strong values of integrity, commitment, and self-improvement.
  • Experience of working in a customer service environment.
  • Ability to handle high levels of stress.
  • Expert knowledge of ITIL disciplines.
  • ITSM Management deep knowledge (Customer Requests Incidents, Problems, CMDB..etc..)
  • ITIL Expert certified is a plus
  • Strong people management skills.
  • Excellent time management.
  • Excellent interpersonal and communication skills.
  • Flexible but methodical and thorough approach.
  • Fluent in Arabic and English languages.
About this Company

AOT is a one-stop shop IT services company.
AOT is serving Saudi Arabian market since 2003, headquartered in Riyadh.
AOT offers IT consulting, IT infrastructure management, IT security solutions, enterprise application solutions, system integration as well as... (More)

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