Application Management & Support Manager

Job description / Role

Synopsis

The purpose of the role is to manage day to day & business as usual support, maintenance & operation of the applications in Etihad application landscape in close coordination with a team of application subject matter experts consisting of internal resources, contractors, partners and/or vendors.

The role is responsible for the availability & reliability, configurations, acceptable performance levels, capacity scaling, incident management, introduction of new & changed application services, version compliance in line with standards set by Technology & Architecture tower, operating system & database patching / upgrades relevant for the application infrastructures in line with standards set by Technology & Architecture tower, integrations (inbound & outbound), monitoring the applications and underlying services/ components, incident resolution, defect & enhancement management, service request management and reporting on all KPIs, SLAs and OLAs of the applications.

Accountabilities

- Manager a hybrid team of application SMEs (including captive resources) and technical engineers, responsible for system service improvements, system upgrades & incident resolutions to deliver the highest levels of customer satisfaction within agreed SLA's
- Facilitate application support function to provide outstanding technical support, availability, change, capacity & release management
- Manage the application subject matter experts (internal & captive resources) and technical support engineers
- Monitors and manages performance of the applications & support activity including the effectiveness & actions to remedy deficiencies.
- Develop, manage, maintain and periodically update technical documentations and operating procedures
- Consistently meet and exceed OLAs, SLAs and KPIs

Requirements

Education & Experience

- 7-10 + years of Applications Management & Support experience in delivering performance managed services and solutions is mandatory
- Sound knowledge of processes and technologies related to Application Management & Support services and awareness of the latest trends in infrastructure, applications, platforms and services
- Basic understanding of application development methodologies, SDLC, Monitoring mechanisms and Service delivery management
- Familiar with Enterprise Resource Planning applications, Data warehousing applications, Automation tools / technologies, Service oriented architecture etc.
- Bachelor's degree in Computer Science, Information Systems, or equivalent is a strong advantage
- Sound knowledge of ITSM tools, reporting and ITIL processes
- Passion for delivering technology services that drive significant customer satisfaction is essential
- Proven interpersonal, communication, and effective relationship building skills at all levels within an organisation

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world's leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

About the Company

Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.

With Etihad, everyone who flies with us is welcomed as our guest.

This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.

Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.