Technology Support Manager

Technology Support Manager

Black Pearl
13-16 years
Not Specified

Job Description

A Technology Support Manager is required for a well-known institution in Dubai. The successful candidate will report to the Application Support Manager and will be responsible for managing and leading support and maintenance for one or more of technology specific functions and platforms (AI & Enterprise, SAP ERP, Oracle ERP or smart service & mobility) performing leading and performing continues improvement of delivered IT services and enhance IT service management framework.

Other responsibilities will include:
  • Manages and maintains enterprise applications post go live
  • Ensures applications SLAs or OLAs are met
  • Ensures adherence to IT service management framework and standards
  • Oversee the applications availability, performance, and capacity planning.
  • Manage applications vendor and contractual technical terms.
  • Lead applications related problem or incident resolution with internal and external stakeholders.
  • Ensure adherence with all defined service levels and system performance targets.
  • Available 24x7 to respond for business or IT operation team calls and attend urgent incidents with IT emergency team on site.
  • Manages, maintains, scale and change application in line with the enterprise architecture standards of GIT.
  • Reviews and approves and technical specifications
  • Plans the capacity for the support teams
  • Ensures adherence to development, PMO and IT service management standards
  • Effectively contribute to the business case development and project management of new application development projects, including working with the management to identify common application needs and technology platforms
  • Assessing technology capacity to meet the future needs of the organization and recommending new applications and new configurations
  • Support and effectively contribute to the IT solutions and software system components integration
  • Monitor monthly and quarterly performance results, identify performance gaps and ramifications and lead the development of corrective actions that tackle the root causes
  • Provides inputs in setting IT standards and guidelines
  • Proactively identify evolving technology driven improvement opportunities and implementing relevant application development methodologies and tools
  • Oversee periodic research to identify innovative and emerging solutions and technologies to improve service performance and reliability
  • Acts as point of technical support and onsite support to ensure all issues related to all enterprise solutions are addressed appropriately
  • Provides client assessments, and pitches IT equipment and service packages during meetings or presentations
  • Maintains familiarity with current and upcoming IT equipment, services, and other developments
  • Coordinates troubleshooting, support, and service for equipment and networks when necessary
  • Provide inputs into the GIT annual budget from an application development perspective
  • Upholds a sense of customer service and measures client satisfaction
  • Formulate workforce planning reports and talent acquisition plan and budgets for application development to ensure adequate staffing for optimal operational smoothness


To be considered for this role, you need to meet the following criteria:

  • Bachelor's Degree in information technology, computer science, computer engineering from a recognized university.
  • Master's Degree is preferable.
  • Preferred professional certifications: Enterprise IT (e.g. TOGAF, SOA, PMP, COBIT, ITIL), industry certification in enterprise applications (e.g. MCSD, RHCEAD, Oracle, SAP, Java)

  • 13+ years of Information Technology experience.
  • 5+ years of relevant working experience.
  • Working experience in multiple industries (e.g. Oil & Gas, Energy, Utilities, Retail, Government) is preferable.
  • Working experience of supporting and maintaining a landscape of multiple and integrated applications and services.
  • Working experience in one or more of technology specific platforms (AI & Enterprise, SAP ERP, Oracle ERP or smart service & mobility)
  • Excellent knowledge in IT service management.
  • Good knowledge in project management methodology

To view other vacancies we have, please visit our website -

Disclaimer: Black Pearl will never ask for money or any form to charge our candidates just to process or consider their application for any of our available vacancies. If you happen to receive such request from any members of our staff or other individuals claiming to be part of Black Pearl, please do call our office at +9712 622 55 03 or drop us a message on our website - .

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