To manage the development and implementation of all aspects related to software and applications as well as the provision of related services to ensure operability, capacity and reliability of the company's IT software and applications and to meet the current and future needs of the company, in line with leading practices and as per set IT policies, procedures, service level agreements (SLAs) and quality standards.
Job Responsibilities
Software Development and Application Management
Manage the development and update of software and applications either in-house or through a third-party vendor, to ensure these are developed and delivered in a timely and accurate manner in lines with business requirements, and defined quality standards.
Manage the development of software requirements specifications to meet business needs and to enhance process and business efficiency.
Lead the implementation of best practices for software and application development to ensure systems used across the company are in compliance with the market and international standards.
System Support
Manage and provide guidance in handling any escalated and/or reported incidents, to ensure timely resolution and closure to maintain system robustness.
Manage the coordination and regular communication with the IT Operations to ensure systems are maintained in line with the set standards continuously and the required support concerning the applications is provided promptly.
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Software Support Quality Assurance
In coordination with IT Quality Assurance, ensure that proper monitoring tools are implemented to achieve the required benchmarks, facilitate compliance with defined standards, and to rectify any problems or incorrect usage that affect availability of software and applications to end-users.
Participate in the analysis and resolution of quality / security breaches and vulnerability issues in a timely manner, where required to ensure compliance to defined specifications / standards.
Guide the development, approval and maintenance of disaster recovery plans aligned with business requirements and approved IT architecture policies and standards to ensure the company’s systems are safeguarded in the event of any major incidents or disasters.
IT Software Support Documentation
Ensure that required documentation and relative training is provided for IT software support to facilitate effective system administration and maintain knowledge base.
Ensure that all IT software support documents are properly maintained for effective upkeep and easy retrieval when required.
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Vendor Relationships
Build, foster and maintain relationships with vendors of IT software support products and services ensuring that the company receives value for investment and its requirements and needs are fulfilled.
Oversee the management of vendors, develop or modify vendor service level agreements as required in order to meet the needs of system implementation and enhancements in order to ensure achievement of IT requirements with optimum benefits to the company.
Project Management
Lead the planning, management and control of the various stages of IT software support related projects to ensure that the project cycle is completed, meeting agreed project parameters (cost budget, timelines, scope and quality), standards and objectives.
Market Knowledge
Keep abreast of regulatory requirements, technology advances and best practices within the IT domain to assess impact on IT software support practices and procedures, and adopt the best practices for the company.
Strategy and Performance Management
Contribute to the development and execution of the Department short to mid-term strategic plan to ensure alignment with the Department’s strategic priorities, and the corporate goals.
Contribute to the development of annual business plans for the assigned areas of responsibility to support the achievement of financial and strategic objectives.
Monitor, control and report key performance indicators related to the Department to track performance and recommend corrective actions.
People Management
Manage the activities of direct reports to ensure that all work is carried out in an efficient manner, in line with the annual business plans, policies and procedures.
Manage the performance management process by setting annual objectives, and developing staff through mentoring, coaching and constructive feedback.
Identify employees’ training and developmental needs and bridge the knowledge gaps to ensure continuous progression, and high-level of competence within the team.
Organization Structure
Contribute in defining an optimum structure for the Department, to ensure smooth workflow of operational processes and optimal utilization of resources.
Financial Accountability
Provide input into the preparation and consolidation of the Department’s budget, monitor financial performance during the year and identify areas of unsatisfactory performance (if any), and recommend mitigating actions.
Minimum Qualification
Bachelor’s degree in Computer Engineering or Computer Science or equivalent.
Master’s degree in a relevant field, is preferable
Minimum Experience and Skills
6 – 8 years of progressive experience with at least 4 years in a managerial / supervisory role.
Detailed knowledge of programming, IT systems development, systems integration and administration
Strong project management and analytical skills
In-depth knowledge in IT software and ability to remain updated on developments in the field
