Closing Date 2024/09/13Reference Number NAN240902-1Job Title Applications ManagerDepartment Information TechnologyJob Type PermanentReporting To (Job Title) GM: Restaurant Support TechnologyNumber of Positions 1Location - Country South AfricaLocation - Province GautengLocation - Town / City JohannesburgJob DescriptionThe Applications Manager oversees the design, rollout, management, and maintenance of applications across Nando's SA and *IMEA in order to ensure their efficiency in meeting business requirements. The role is to manage the application team member(s).Minimum Requirements5– 10 years' experience in Application and Systems AdministrationExperience in business analysis, writing of functional and technical specifications, user acceptance testing and user trainingBachelor's Degree or equivalent NQF level 6 qualification (Computer Science or Information Systems)Knowledge of Applications, Systems and Process automationProject Management SkillsAdvantageousMS Azure CertificationsIT Security CertificationsSLA Management ExperienceProject Management SkillsExperience in the restaurant, hospitality or retail industryDetailKnowledge of applications on MS platforms (Advanced) (Preferred)Knowledge of applications on POS Platforms (Advanced)Knowledge of database management (Intermediate)Knowledge of IT security (Intermediate)Knowledge of project management (Intermediate)Knowledge of IT procurement processes (Intermediate)ITIL knowledge (Preferred)Analytical thinking skills (Advanced)Microsoft Office skills (Intermediate)Oral and written communication skills (Intermediate)Planning and organizing skills (Advanced)Management skills (Intermediate)Duties and ResponsibilitiesApplication SupportManage and Support, configure, and maintain application support to users in Casas, CK, and Regional Support officesManage and liaise with application service providers to escalate issuesProvide technical support as well as troubleshooting and preventative maintenance as per instruction and work listManage, assist, and resolve tickets received from users and escalate where requiredHandle and log support calls from usersProvide after-hours and weekend or holiday support as requiredSoftware InstallationManage the user passwords in the case of errorsManage and deal with logged requests to access applicationsSupport the Infrastructure and Data teams to maintain the patch levels for all applicationsEscalate issues to senior IT management or third-party suppliers where appropriate for applications and application servicesStakeholder ManagementConsult with users to determine service delivery requirements and improvement opportunitiesEstablish and maintain effective working relationships with all internal and external stakeholdersManage service providers to understand and evaluate their offerings in accordance with Nando's requirementsManage and evaluate SLA requirements for service providersAct as first contact with the Service providers and day-to-day SLA managementDiscuss and manage potential risks with service providers and agree on suitable contingency measuresHardware support and installationConsult with users to determine service delivery requirements and improvement opportunitiesEstablish and maintain effective working relationships with all internal and external stakeholdersManage service providers to understand and evaluate their offerings in accordance with Nando's requirementsManage and evaluate SLA requirements for service providersAct as first contact with the Service providers and day-to-day SLA managementDiscuss and manage potential risks with service providers and agree suitable contingency measuresCompliance and Governance ManagementManage and comply with all electronic and physical security procedures and standardsManage and implement Nando's information security policies and proceduresManage and monitor adherence to Nando's technology standards, policies, and proceduresManage the adherence to government regulations and procedures for handling mediaFollow standard service desk procedures, including the logging of issuesSuggest modifications and additions to standards and guidelinesRecords Management and ReportingMaintain all IT records and track for area of responsibility and provide managers and users with regular updates as well as any relevant status and progress informationManage and maintain a record of all inquiries from the initial call to incident resolution and provide the necessary information and documentation for issues that require escalationPrepare and maintain records of assigned work orders and work performed, including inserting, and updating computerized service ticketsManage, create, and maintain documentation for all support processesComplete the relevant documentation for in-house hardware and software systems as requested
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