About the role
Job Description OVERVIEW Location: RedQ Department: ICT Entity: AAAMS Status (Full time/part time/contract): Full time YOUR ROLE AS A Enterprise Application Manager. As part of the Application Technology Support team, you will be responsible for ensuring reliable application services and effective incident and service request management. You will work closely with Level 1 support teams, internal system owners, vendors, and cross-functional teams to resolve issues, improve service quality, and ensure agreed service levels are met. WHAT YOU’LL CHAMPION Manage and ensure all incidents, service requests, issues, and assigned tasks related to Application Technology Support are tracked, followed up, and resolved within agreed Service Level Agreements (SLAs) . Act as Level 2 Application Support , serving as an escalation point for cases raised by IT Assist, COE teams, application vendors, and other Level 1 support teams. Increase the percentage of issues resolved at Level 2 through effective troubleshooting, root cause analysis, and resolution before escalation to Level 3 support or external vendors. Collaborate closely with IT Assist, application/system vendors, internal system PICs, and cross-functional teams to troubleshoot and resolve application-related incidents and service requests. Drive Continual Service Improvement (CSI) by identifying recurring issues, improving support processes, reducing dependency on Level 3 support, and recommending opportunities for automation and process improvement. Provide Level 2 support for enterprise applications, end-user computing, system integrations, and related technology services . Support Identity and Access Management (IAM) activities, including user account provisioning and deprovisioning, access requests, role and permission management, access reviews, and onboarding/offboarding processes. Work with relevant application owners, infrastructure teams, HR, and security teams to ensure user access is provisioned, modified, and revoked according to approved processes and security requirements. Perform technical troubleshooting and analysis across applications, software, system integrations, monitoring tools, IAM, and supporti…
