Senior Manager Support Asset Applications📣 Job Ad

About the Role

Qiddiya Investment Company is seeking a Senior Manager - Support, Asset Applications to lead the Level 2 support framework for all asset applications within Qiddiya's entertainment and leisure destination. This full-time position, based in Riyadh Province, Saudi Arabia, is crucial for ensuring the stability, availability, and performance of critical systems that support guest experience and operational efficiency across theme parks, hospitality, and retail environments.

Role Overview

This role involves managing a cross-functional team of specialists to provide expert support for a wide array of applications, including ticketing, F&B, Family Entertainment Centers (FEC), event management, leasing, footfall analytics, Asset Management, and Park Management Systems. The Senior Manager will be responsible for developing and implementing robust support procedures, defining and managing Service Level Agreements (SLAs), and overseeing relationships with managed service contractors for specialized applications. A key focus will be on proactive problem management and close collaboration with L0/L1 support teams and the Application Design & Delivery team to improve first-call resolution rates and implement permanent solutions for recurring issues.

Key Responsibilities

• Oversee all L2 support activities for the complete suite of asset applications, ensuring timely incident resolution and service request fulfillment.
• Develop, implement, and maintain comprehensive support procedures and workflows.
• Establish and manage Service Level Agreements (SLAs) for all asset applications, monitoring performance metrics.
• Act as the primary escalation point for major incidents and complex issues within the asset application landscape.
• Liaise with and manage managed service contractors and vendors for specialized application support.
• Proactively monitor application performance, identifying trends and potential issues.
• Lead, mentor, and manage a cross-functional team of support resources.
• Allocate resources effectively to ensure adequate coverage across different application domains.
• Ensure the team receives continuous training from Application Design & Delivery teams for new systems or features.
• Collaborate with L0 and L1 support teams to enhance their skills and improve first-contact resolution.
• Work with the Application Design & Delivery team to analyze common issues and trends.
• Drive the implementation of permanent solutions, bug fixes, and enhancements.
• Maintain strong relationships with business stakeholders to understand their priorities and ensure support meets operational needs.

Qualifications and Experience

• Bachelor’s degree or similar qualifications in Information Technology, Computer Science, or a related field.
• 5-10 years of experience in IT application support, with a focus on managing support for diverse business systems in a large-scale environment.
• Proven experience leading a support team for applications such as Ticketing, F&B (POS, KDS), Retail, Leasing Management, Event Management, Asset management, and Park Management Systems.
• 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 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.

Work Environment

This is a full-time position located in Riyadh, Riyadh Province. The role requires a strategic approach to managing support operations within a dynamic and growing entertainment destination.