Role and Responsibilities
- Lead and manage IT application support team (Level 1, Level2), ensuring timely resolution of technical issues.
- Develop and implement IT application support strategies to enhance efficiency and user satisfaction.
- Manage cross-functional teams, including off-shore engineers and project manager.
- Oversee incident management, troubleshooting and escalation process.
- Maintain and optimize IT application service desk operations, ensuring adherence to SLAs.
- Collaborate with Group IT and other IT team to ensure seamless integration of support services.
- Monitor system performance, identifying areas for improvement.
- Ensure compliance with IT security policies and regulatory standards.
- Provide training and mentorship to IT application support staff.
- Undertake any other duties of a similar level and responsibility as may be required.
Qualifications and Education Requirements
- Bachelor's Degree in Software Development, Information Technology, or related field
- 8+ years experience in IT support management.
- Minimum 5 years of experience, in the world of retail/luxury, and point of sales management solutions (Cegid, SAP Retail)
- Strong understanding of IT service management (ITSM) frameworks.
- Excellent communication and leadership skills.
- Ability to manage multiple support requests efficiently.
- Experience with cloud-based deployments (AWS, Azure)
- Technical knowledge in SQL, PL/SQL database and in the field of ERP is mandatory
- Knowledge of remote support and automation tools.
