| Job Location | Doha, Qatar |
| Education | Bachelor's degree / higher diploma |
| Salary | Not Mentioned |
| Industry | Retail & Wholesale |
| Functional Area | Not Mentioned |
The IT Support Manager will lead a team of engineers to develop, deploy and maintain Point-Of-Sale (POS) at the stores as well as provide the first level of technical support to internal users of IT Systems. The role requires an aptitude, experience in managing stakeholders expectations and deliver the agreed service level agreements with the business.? ?Lead a team of engineers that develop, deploy and support the organization?s Point-Of-Sale Systems at the stores?Effectively manage the IT Helpdesk team that acts as a single point of contact for phone calls, emails and tickets from end-users in stores, warehouse and office regarding IT issues and queries?Manage the Incident communication and notification for high priority incidents (P1 P2) to key stakeholders?Coordination with application and infrastructure & technology teams?Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) time frames, meeting or exceeding customers? requirements and expectations?Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner?To maintain a high degree of customer service for all support queries and adhere to all service management principles?Design, develop, test and deploy all-new enhancements to the existing POS system?Ensure system stability and high availability for the end-users?Coordinate with end-users for user acceptance and user sign-off before deployment of changes to the Production environment?Knowledge of ITIL processes and procedures?Ensure that all changes are developed, tested and then deployed in Production. Strict adherence to change management process and change control?Conduct software integration and external interface developments as required for POS?Manage and liaise with external consultants (if required) on a project by project basis or technical assignments?Liaise with Oracle support team, as required, to resolve product defects/issues/updates for POS Systems?Provide ERP program technical documentation verification and installation testing?Revise and update project documentation as required
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