Senior Manager

1 week ago


Riyadh, Saudi Arabia Qiddiya Investment Company Full time

**Overview**:
**Key Responsibilities**:

- Develop, implement, and maintain comprehensive support procedures and workflows to ensure consistent and high-quality service delivery.
- Ensure the team receives sufficient and continuous training from the Application Design & Delivery teams upon the rollout of new systems or features.
- Work closely with L0 and L1 support teams, providing them with the necessary training, documentation, and skills to resolve the maximum number of service requests and incidents at the first point of contact.
- Collaborate with the Application Design & Delivery team to identify and analyze commonly reported issues and trends.
- Drive the implementation of permanent solutions, bug fixes, and enhancements to minimize data corrections and the recurrence of incidents.
- Maintain strong relationships with business stakeholders across all asset areas to understand their priorities and ensure the support structure meets their operational needs.

**Requirements**:
**Qualifications**:

- Bachelor’s degree or similar qualifications in Information Technology, Computer Science, or a related field
- Demonstrated success in establishing support procedures, defining and managing SLAs, and overseeing vendor/managed service provider relationships.
- Experience working in a multi-tiered support environment (L0, L1, L2, L3) and a proven track record of improving first-call resolution rates.
- Strong background in collaborating with design, delivery, and development teams for effective problem management and continuous service improvement.

**Benefits**

Offering a comprehensive compensation and benefits package.


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