Omnichannel Applications Support Manager


Job Description:

Position Name (Title) : Omnichannel Applications Support MG

Division : Operations

Reporting to : Omnichannel Innovation and Support SMG

Department : Omnichannel


Main Job Purpose

Managing technical support for ecommerce related applications (websites, mobile applications and other digital touchopoints). Ensuring seamless experience for Nahdi Guetst through excersising best in class software maintenance practicess in order to provide technical stability and performance.


Accountabilities

Applications support

  • Secure Omnichannel platforms stability and performance by:
    • Coordinating incident management process
    • Managing work of external agencies to provide 24/7 maintenance
    • Ensuring application and infrastructure monitoring for all Omnichannel platforms is applied and utilized
  • Oversee support efforts of internal and external teams
  • Ensure fixes and root cause analyses are delivered on time and with required quality
  • Monitor technical and business KPIs from SLA contracts with application and infrastructure maintenance agencies
  • Coordinate effort of internal and external teams to ensure quick fixes, incident handling
  • Analyze new development projects to understand platform performance impact and technical/architectural details
  • Support all new projects testing activities
  • Consult at all stages of new features/enhancements for digital platforms
  • Manage multiple vendors to ensure quality deliverables in application and infrastructure support areas across all platforms and businesses (Nahdi and NahdiCare in KSA and UAE)

Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.

Position Relationship with Other Parties

Internal Relationships

  • Marketing
  • IT
  • Operations
  • Commercial
  • Supply chain
External Relationships
  • Development agencies
  • Software providers
  • Application maintenance agencies
  • Hosting providers

Work Environment

  • Indoors : 100%
  • Outdoors : 0%
  • Working Days : 5 Working Days
  • Days off : 2 Days Off
  • Working Hours : 8:00 AM 6:00 PM (1 hour break)

Position Dimensions

Level of Authority: Authority Within the Departement

Financial Control: Make Expenditure on a Predefined Budget

Annual Amount: From 1 to 25 Million SAR

Hiring Authority & Promotion

Coach New Employees

Does Not Supervise Employees

Does not Participate in the Promotion Cycle

Conduct Technical Interview

Competencies

  • Magento (PHP) developer
  • Project Management skills
  • Team management skills
  • Well organized
  • Detail oriented
  • Vendor management
  • Problem solving and to-do attitude
  • Business seniority


Job Requirements

  • BSc Degree (preferably IT)
  • PM certificate will be an asset

Education

  • At least 2 Years on similar position
  • IT project management background
  • Proven ecommerce solutions implementations or support/change experience
  • Vendor management
  • Team management

Experience

  • MS Office Suite, advanced MS Excel user
  • Magento/PHP development skills
  • Understanding of ecommerce technical architecture
  • Jira or other IT projects tracking tools
  • Familiar with website monitoring tools (application and infrastructure)
  • Google Analytics and or other traffic measuring tools

Working Place:

Cairo, Cairo Governorate, Egypt