Senior Manager - Support, Asset Applications

Overview

Key Responsibilities

• Oversee all L2 support activities for the complete suite of asset applications, ensuring timely incident resolution and service request fulfillment to minimize business disruption
• Develop, implement, and maintain comprehensive support procedures and workflows to ensure consistent and high-quality service delivery
• Establish and manage Service Level Agreements (SLAs) for all asset applications, monitoring performance metrics and reporting on results to senior leadership
• 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, ensuring they meet contractual obligations and performance targets
• Monitor application performance proactively, identifying trends and potential issues to prevent service degradation
• Lead, mentor, and manage a cross-functional team of support resources responsible for all asset applications
• Allocate resources effectively to ensure adequate coverage and expertise across different application domains like ticketing, F&B, leasing, and park management
• 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

Qualifications

• Bachelor's degree or similar qualifications in Information Technology, Computer Science, or a related field
• 7+ years of experience in IT application support, with a significant 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 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