Applications Support

Bupa; Jeddah; On-site; SAR 250,000 - 380,000; Full time

Job summary

Bupa Arabia for Cooperative Insurance Company is seeking to lead and optimize enterprise application support and operations in Jeddah. The role focuses on 1st & 2nd line support, governance, and strong collaboration with business and technology teams to ensure service excellence.

You will drive incident and change processes, mentor the support team, and ensure continuity across critical enterprise applications in a dynamic environment.

Responsibilities

• Lead and manage the 1st and 2nd line application support across enterprise business applications, ensuring effective incident, service request, problem, and operational management while maintaining service quality and business continuity.
• Establish and govern application support processes, operational standards, KPIs, and service governance to ensure consistent, efficient, and high-quality service delivery.
• Manage relationships with business stakeholders, technology teams, and external vendors to ensure effective service delivery, issue resolution, production readiness, and alignment with business priorities.
• Lead, develop, and mentor the application support team by defining objectives, monitoring performance, building technical capabilities, and fostering collaboration and accountability.
• Ensure resilient application operations by overseeing major incidents, change implementation, release readiness, disaster recovery preparedness, operational risks, and service continuity.

Job description

Role Purpose:

To lead and manage the end-to-end support, operations, availability, and continuous improvement of enterprise business applications. This role ensures operational stability, timely service delivery, stakeholder satisfaction, and service excellence by governing 1st and 2nd line application support across all business domains.

Key Accountabilities:

1- Applications Support & Operations;

• Lead and manage the 1st and 2nd line application support functions across enterprise business applications by ensuring effective incident, service request, problem, and operational management while maintaining service quality and business continuity.

2- Service Governance;

• Establish and govern application support processes, operational standards, KPIs, and service governance to ensure consistent, efficient, and high-quality service delivery.

3- Vendor & Stakeholder Management;

• Manage relationships with business stakeholders, technology teams, and external vendors to ensure effective service delivery, issue resolution, production readiness, and alignment with business priorities.

4- Team Leadership & Capability Development;

• Lead, develop, and mentor the application support team by defining objectives, monitoring performance, building technical capabilities, and fostering collaboration and accountability.

5- Operational Risk & Service Continuity;

• Ensure resilient application operations by overseeing major incidents, change implementation, release readiness, disaster recovery preparedness, operational risks, and service continuity.