Application Support Manager
Shell · Istanbul
, Türkiye
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Job Description:
Job Purpose
The Application Support Manager will support Mobility Market Ops Lead who are end-to-end accountable for Business operations, innovation, business confidence, financials and resourcing activities and service operation landscapes.
Accountabilities:
- Ensure uninterrupted operation of all supported applications (NFR, ERP, VIS, Loyalty, Invoicing, MI/MIS, web portals, etc.).
- Serve as the primary coordination point for application issues, performance problems, outages, and replication issues.
- Manage communication with vendors.
- Collaborate with global L2/L3 teams when needed and manage escalations.
- Conduct regular SLA review meetings with business stakeholders (Retail, Commercial, Marketing, Finance, Operations) and participate in vendor SLA review sessions to strengthen service performance alignment and visibility.
- Ensures that all IRM controls are completed on time and with zero findings, and monitors their progress through the tasks assigned to team members.
- Acts as the operational representative in Mobility & Enterprise application projects and coordinate with project teams on:
- SLA definition
- Technical & functional documentation
- Monitoring & alerting setup
- User guides and support models
- Escalation matrix
- Completion of operational handover checklists
- Acts as the CI owner for all applications currently supported in Turkey and registered in the global inventory, ensuring that every request or requirement related to these applications is handled, and that all configuration and inventory records remain accurate and up to date.
- Perform root cause analysis (RCA) meetings for recurring issues and major incidents, and drive permanent fixes.
- Reviewing Turkey application landscapes for enhancement and continuous improvement opportunities
- Ensure effective Major Incident (MI) management and swift service restoration - during Major Incidents.
- Ensures that the ticketing process functions correctly in order to measure the performance of the operations team, and regularly shares operational performance insights with the IT management.
Dimensions:
- Individual contributor
- No direct budget responsibility
Skills & Requirements:
- Minimum 10 years relevant work experience in IT Service Operations
- Bachelor’s Degree or Equivalent Certification in IT and/or Communications and Electronics system
- Strong knowledge in IT Service Management processes & Integration Support
- Technical familiarity with SQL, API integrations, monitoring tools, logs, and troubleshooting
- Strong understanding of Agile and DevOps delivery
- Strong Knowledge of Site System & Hosting platforms and technologies
- Demonstrable experience in vendor and contract management.
- Strong experience with information risk management and IT controls operations
- Continuous improvement mindset for going improvements to existing application landscape operations resulting in efficiencies gained
- Excellent communication skills.
- Good Business English, written and oral
- Good Analytical skills
- Result oriented
Special Challenges:
- The operational nature of the role will require out-of-hour working, sometimes unplanned and on call
- Needs to be able to deal with state of the art, differentiated and often unproven technologies which require some learning on the job
- Needs to be comfortable with sometimes vague and changing scope and priorities in a rapidly changing environment
- Ability to ensure one team mindset across the various teams to drive effective delivery
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DISCLAIMER: