Enterprise Applications Manager

Responsibilities:
• Designing, implementing and supporting complex Enterprise Solutions to ensure the best in class systems and business processes are adopted for Careem to ensure we provide the best experience to all stakeholders.
• Overall responsible for running the Enterprise Applications team of solution engineers with active engagement with other business functions.
• Work closely with Products, Engineering, Sales, Customer care, and other key functions to enhance productivity through automation to simplify the complex workflows.
• Providing and leading in-depth technical and business analysis
• Providing high-quality major incident management during the system outage for a speedy recovery and root cause analysis.
• Defining, agreeing and meeting SLA’s and KPI’s for enterprise applications
• Defining and governing best practice support processes
• Monitoring and reporting on enterprise applications
• Providing 24×7 technical support and support escalation services for business critical applications such as Jira, Confluence, BitBucket, GitHub, Oracle ERP, Genesys enterprise call centre, VoIP, Okta Identity and Access Management, Web Applications Integration and Middleware
• Participate in Change Management Board
• Participate in departmental planning and strategy sessions as required
• Management of both internal and external resources
• Conducting Service Reviews with internal teams and suppliers
• Maintaining disaster recovery plan for critical applications and executing DR drills
• Ensure operational metrics are measured, SLAs are met by the team and work towards improving on KPIs.
• Hire, retain and lead a high-performing diverse group of engineering professionals, establishing clear objectives and key results, developing consistent set of practices and processes across the team and driving towards resolution of challenging problems. This includes all performance management aspects of leading the engineers including acquiring and providing 360 feedback and administering reviews. Manages solution ownership and development from initial concept through continuous improvement.