Senior Enterprise Application Support Lead

Dubai Careers - A Smart Dubai Initiative; Dubai; On-site; AED 350,000 - 580,000; Full time

Job summary

Roads and Transport Authority in Dubai seeks a senior leader to head the enterprise application support service desk, aligning service requests, incidents, and vendor performance into a unified framework. You will drive cost efficiency, governance, and continuous improvement across IT operations.

The role governs service delivery, budgets, and asset management while coordinating upgrades and adoption programs to ensure smooth business operations across the organization.

Qualifications

• Bachelor’s degree or master’s degree in engineering or information system.
• 9+ years experience with master’s degree (11+ years with bachelor’s).

Responsibilities

• Define and govern the application support service framework, integrating sourcing strategy, risk controls, and service desk operations.
• Contribute to the digital roadmap by analyzing support performance trends, licensing needs, and demand forecasts.
• Develop and manage the annual application support budget, forecasting licenses, staffing, and vendor contracts.
• Establish and manage the central service desk for application support, aligning with SLA and KPIs.
• Oversee supplier support performance and implement improvement strategies for underperformance.
• Manage configuration items, version control, and related documentation for accuracy and traceability.
• Coordinate service upgrades, minor customizations, and license deployments with minimal user disruption.
• Maintain the service catalogue, supervise staff scheduling, and ensure procedural compliance.
• Lead service improvement planning through RCA, user surveys, KPI analytics, and risk assessments.
• Oversee user training, FAQs, and usage guides to reduce ticket volumes and increase adoption.
• Standardize knowledge base and process documentation to support efficiency and onboarding.
• Govern application asset usage and licensing compliance across RTA sectors.

Education

Bachelor’s degree/master’s degree in engineering or information system

Job description

Roads and Transport Authority in Dubai seeks a senior leader to head the enterprise application support service desk, aligning service requests, incidents, and vendor performance into a unified framework. You will drive cost efficiency, governance, and continuous improvement across IT operations.

The role governs service delivery, budgets, and asset management while coordinating upgrades and adoption programs to ensure smooth business operations across the organization.