Assistant Manager - Asset Application Support ( 0-212 )

Overview

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. 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 Qualifications

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 Seniority level

Mid-Senior level Employment type

Contract Job function

Other Industries

IT Services and IT Consulting

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