Senior Enterprise Application Support Lead

Roads and Transport Authority; Dubai; On-site; AED 350,000 - 550,000; Full time

Job summary

Roads and Transport Authority seeks a seasoned leader to head enterprise application support and continuously optimize the service desk. You will integrate service requests, incidents, vendor performance, and user education into a unified framework to ensure smooth operations and measurable improvements in service delivery.

The role requires oversight of budgeting, licensing, and governance, with strong emphasis on ITIL-aligned processes and enterprise architecture alignment.

Qualifications

• Bachelor’s or Master’s degree in engineering or information system management information systems (MIS), information systems, engineering, or related fields.
• Experience: 9+ years with master’s degree or 11+ years with bachelor’s degree in a related field.

Responsibilities

• Define and govern the application support service framework, integrating sourcing strategy, risk controls, and service desk operations into a cohesive governance model.
• Contribute to digital roadmap by analyzing support performance trends, licensing needs, and demand forecasts to recommend service improvements and optimize costs.
• Develop and manage the annual application support budget, forecasting license renewals, staffing, infrastructure upgrades, and vendor contracts.
• Establish and manage the central service desk for application support, ensuring incident and request handling aligns with SLA and KPIs.
• Oversee supplier support performance, ensuring fulfilment of contractual obligations and implementing improvements where needed.
• Manage configuration items (CIs), version control, and related documentation to ensure accuracy and alignment with enterprise architecture.
• Coordinate service upgrades, minor customisations, and license deployments with minimal user disruption.
• Maintain the support services catalogue, supervise staff scheduling, and monitor procedures.

Education

Bachelor’s degree

Master’s degree

Job description

Roads and Transport Authority seeks a seasoned leader to head enterprise application support and continuously optimize the service desk. You will integrate service requests, incidents, vendor performance, and user education into a unified framework to ensure smooth operations and measurable improvements in service delivery.

The role requires oversight of budgeting, licensing, and governance, with strong emphasis on ITIL-aligned processes and enterprise architecture alignment.