Job Description
The Applications Manager oversees the design, rollout, management, and maintenance of applications across Nando's SA and IMEA to ensure their efficiency in meeting business requirements. The role is to manage the application team member(s).
Minimum Requirements
5–10 years' experience in Application and Systems Administration
Experience in business analysis, writing of functional and technical specifications, user acceptance testing, and user training
Bachelor's Degree or equivalent NQF level 6 qualification (Computer Science or Information Systems)
Knowledge of Applications, Systems, and Process automation
Project Management Skills
Advantageous
MS Azure Certifications
IT Security Certifications
SLA Management Experience
Experience in the restaurant, hospitality, or retail industry
Duties and Responsibilities
Application Support
Manage and support, configure, and maintain application support to users in Casas, CK, and Regional Support offices
Manage and liaise with application service providers to escalate issues
Provide technical support as well as troubleshooting and preventative maintenance as per instruction and work list
Manage, assist, and resolve tickets received from users and escalate where required
Handle and log support calls from users
Provide after-hours and weekend or holiday support as required
Software Installation
Manage the user passwords in the case of errors
Manage and deal with logged requests to access applications
Support the Infrastructure and Data teams to maintain the patch levels for all applications
Escalate issues to senior IT management or third-party suppliers where appropriate for applications and application services
Stakeholder Management
Consult with users to determine service delivery requirements and improvement opportunities
Establish and maintain effective working relationships with all internal and external stakeholders
Manage service providers to understand and evaluate their offerings in accordance with Nando's requirements
Manage and evaluate SLA requirements for service providers
Act as first contact with the Service providers and day-to-day SLA management
Discuss and manage potential risks with service providers and agree on suitable contingency measures
Compliance and Governance Management
Manage and comply with all electronic and physical security procedures and standards
Manage and implement Nando's information security policies and procedures
Manage and monitor adherence to Nando's technology standards, policies, and procedures
Manage the adherence to government regulations and procedures for handling media
Follow standard service desk procedures, including the logging of issues
Suggest modifications and additions to standards and guidelines
Records Management and Reporting
Maintain 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 information
Manage 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 escalation
Prepare and maintain records of assigned work orders and work performed, including inserting and updating computerized service tickets
Manage, create, and maintain documentation for all support processes
Complete the relevant documentation for in-house hardware and software systems as requested
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