Enterprise Application Manager

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 supporting infrastructure .
• •Ensure incidents and service requests are handled in accordance with established Standard Operating Procedures (SOPs), IT policies, security requirements, and support processes .
• •Configure, maintain, and monitor relevant system and application monitoring tools , including alert configuration and operational monitoring.
• •Maintain proper documentation, including SOPs, troubleshooting guides, knowledge articles, incident records, access procedures, and support documentation .
• •Act as a point of reference and guidance for Level 1 support teams by providing technical advice, troubleshooting assistance, and knowledge transfer.
• •Identify critical or recurring issues and promptly raise concerns to the Team Leader/Superior when additional support, vendor engagement, or management escalation is required.
• •Support incident and service request management for the team, ensuring proper prioritisation, ownership, communication, escalation, and closure.
• •Participate in and maintain an after-hours/on-call support roster to ensure seamless support for critical and urgent incidents outside normal business hours.
• •Support application changes, enhancements, testing, deployment, and post-implementation activities where required.
• •Identify opportunities to automate repetitive operational tasks, access management, reporting, monitoring, and support processes to improve productivity and reduce manual effort.

WHO YOU ARE:

• •Degree in Computer Science, Information Technology, IT Engineering , or an equivalent discipline.
• •Minimum 5 years of relevant working experience in Application Support, Service Desk, IT Operations, IAM, or a related technology support environment, preferably with experience handling or coordinating a team.
• •Experience in application and production support , including incident management, service request management, troubleshooting, escalation, and vendor coordination.
• •Experience within the airline or aviation industry is an advantage.
• •Good understanding of ITIL practices , particularly Incident Management, Service Request Management, Problem Management, Change Management, and Continual Improvement.
• •ITIL 4 Foundation certification is preferred.
• •Strong analytical, troubleshooting, and problem-solving skills , with the ability to investigate issues systematically and identify appropriate solutions.
• •Strong attention to detail, a high sense of urgency, and the ability to manage multiple priorities within tight deadlines.
• •Self-motivated and able to work independently while collaborating effectively within a team and across different business functions.
• •Positive and proactive working attitude, with a willingness to learn, share knowledge, and continuously improve .
• •Excellent verbal and written communication skills in English , with the ability to communicate technical information clearly to both technical and non-technical stakeholders.
• •Strong time management, organisational, stakeholder management, and prioritisation skills .

Added Advantages

Candidates with experience or knowledge in the following areas will have an added advantage:

• •Hands-on experience with Google Workspace (Google Suite) administration and support, including Gmail, Google Drive, Google Groups, user administration, licensing, security settings, and access management.
• •Experience with Google Apps Script or similar scripting/automation technologies to automate operational processes, reporting, integrations, and repetitive administrative tasks.
• •Knowledge or hands-on experience in Identity and Access Management (IAM) , including account lifecycle management, user provisioning/deprovisioning, Role-Based Access Control (RBAC), access reviews, privileged access, and onboarding/offboarding processes.
• •Experience supporting or integrating IAM solutions with HR systems, Active Directory, enterprise applications, or other identity sources would be an advantage.
• •Experience with APIs, system integrations, automation workflows, or cloud-based applications .
• •Knowledge or experience in Financial systems and business processes , such as invoicing, payments, accounting, refund systems, procurement, expense management, or financial application support.
• •Knowledge or experience in Supply Chain systems and processes , including procurement, purchasing, inventory, vendor management, logistics, or related enterprise applications.
• •Experience supporting enterprise applications such as ERP, Finance, Procurement, HR, IAM, Salesforce, e-Invoicing or operational platforms .
• •Familiarity with monitoring, reporting, data analytics, and dashboard tools would be an advantage.

WHERE YOU’LL GO:

Dispatcher to captain, ramp agent to data analyst, brand executive to CEO - these are some Dare To Dream stories of our Allstars.

Based on your performance and contribution in this role, you’ll grow into becoming a Lead Technical Specialist / Enterprise Applications Manager . In this role, you’ll oversee the overall Atlassian architecture strategy, lead key cultural shifts toward operational excellence and rigorous process adherence, manage technical talent, and drive enterprise-wide digital transformation initiatives.

WHAT YOU’LL ENJOY:

• •Physical Wellbeing: Key medical and insurance benefits, maternity expenses, flexible work arrangement, and health and fitness amenities.
• •Emotional Wellbeing: Paid time off, wellness programmes, and childcare amenities.
• •Financial Wellbeing: Resources relating to financial, personal skills and career growth programmes.
• •Allstars Specials: Free flights, unlimited discounted flights, and exclusive discounts with partners.
• •A unique Allstar culture like no other

OUR HIRING PROCESS:

• •Application Review
• •Screening Call/Email
• •Inter