Applications Manager

4 months ago

Johannesburg, South Africa Nandos Careers Full time

**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
- Project Management Skills
- Experience in the restaurant, hospitality or retail industry
- SLA Management Skills

Detail
- 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)
- Communication skills - both written and verbal (Advanced)
- Management skills (Intermediate)

**Duties and Responsibilities**:
**Application Support**
- 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

**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

**Hardware support and installation**
- 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 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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