Senior SAP & Retail Applications Support Lead

Confidential Careers; Abu Dhabi; On-site; AED 420,000 - 660,000; Full time

Job summary

Confidential Careers in the UAE seeks an experienced IT Application Support Lead to mentor L1/L2 teams, act as escalation point for P1/P2 incidents, and own SLA/KPI reporting. The role covers SAP and retail apps, integrations, and data/master-data management, with emphasis on root-cause analysis and vendor coordination.

You will drive incident response, oversee releases, and contribute to governance and continuous improvement within an ITIL-aligned environment.

Qualifications

• Bachelor's degree in Computer Science, Information Systems or related field.
• Experience in application support or IT operations, including at least 4 years in a lead or senior L2/L3 role.
• Hands-on experience supporting SAP applications in a production environment.
• Proven experience leading incident response for P1/P2 issues and running root cause analysis.
• Experience with log analysis, configuration management and master-data support.
• Experience with release, regression and UAT testing.
• Experience managing vendors and escalating product defects.
• Strong working knowledge of ITSM tools (ServiceNow or Jira).
• Excellent communication skills in English, with the ability to explain technical issues to non-technical stakeholders.

Responsibilities

• Lead and mentor the application support team (L1/L2), setting priorities and coaching engineers.
• Act as escalation point for high-severity incidents and coordinate cross-team response.
• Own SLA and KPI performance and report incident trends and volumes.
• Lead support for SAP and retail applications including POS/BOS, web, mobile and loyalty platforms.
• Monitor integrations and interfaces (IDocs, middleware, APIs, EDI) and resolve data-flow issues.
• Perform deep diagnostics including log analysis and data validation.
• Manage master-data activities (item, price, promotion, customer, loyalty).
• Lead structured root cause analysis and drive permanent fixes.
• Support release testing and UAT coordination; ensure go-live readiness.
• Apply ITIL-aligned incident, problem, change and service request processes.
• Identify automation and process improvements to reduce incidents.

Skills

Leadership

Incident management

Log analysis

Vendor management

Troubleshooting

Education

Bachelor's degree in Computer Science or related field

Tools

SAP

POS/BOS

ServiceNow

Jira

SQL

API testing tools

Job description

Confidential Careers in the UAE seeks an experienced IT Application Support Lead to mentor L1/L2 teams, act as escalation point for P1/P2 incidents, and own SLA/KPI reporting. The role covers SAP and retail apps, integrations, and data/master-data management, with emphasis on root-cause analysis and vendor coordination.

You will drive incident response, oversee releases, and contribute to governance and continuous improvement within an ITIL-aligned environment.