Application Support Manager Position (Saudi National)

Application Support Manager Position (Saudi National)

Application Support Manager

The Application Support Manager is responsible for leading the bank's application support function, ensuring the stability, availability, performance, and security of critical business applications, including core banking systems, digital channels, payment platforms, and CRM solutions. The role oversees Level 2 (L2) and Level 3 (L3) support operations, providing leadership in technical troubleshooting, incident resolution, root cause analysis, and service restoration while working closely with Level 1 (L1) support teams, development teams, and external vendors (L4). The position is also responsible for managing technology partners and ensuring service delivery aligns with agreed standards. By minimising system downtime, maintaining compliance with SAMA regulations, and supporting the bank's digital transformation initiatives, this role plays a key part in ensuring operational resilience and service excellence.

Key Responsibilities

Application Support Operations (L2 & L3)

• Lead and manage L2 and L3 application support activities, including advanced troubleshooting, defect analysis, workaround implementation, and resolution of complex issues affecting business-critical applications.
• Oversee the end-to-end management of L2 and L3 incidents, ensuring prompt acknowledgement, effective diagnosis, timely resolution, and clear communication with business and technical stakeholders.
• Drive problem management activities by conducting root cause analysis (RCA), implementing permanent fixes, and identifying preventative measures to minimise recurring incidents.
• Define, implement, and maintain clear escalation processes between L1 Service Desk teams, internal L2/L3 support teams, and L4 development teams or external vendors.
• Monitor application health, performance, alerts, and system logs using enterprise monitoring tools, proactively identifying and resolving potential issues before they impact business operations.

Vendor & Technology Management

• Manage relationships with technology vendors and managed service providers responsible for L2, L3, and L4 support, ensuring compliance with agreed service level agreements (SLAs), conducting regular performance reviews, and managing escalations where required.
• Coordinate with vendors to plan and deliver application patches, upgrades, hotfixes, and major incident resolutions while ensuring appropriate knowledge transfer to internal support teams.
• Measure vendor performance against defined KPIs and drive continuous service improvements through regular reviews and corrective action plans where necessary.