Application Support Head

aramco digital; Dhahran Compound; On-site; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking an Application Support Head to lead the support of enterprise business applications. This pivotal role involves managing application lifecycle operations, ensuring performance and user satisfaction across major platforms like ERP and CRM systems. The ideal candidate will possess extensive experience in application support leadership, with a strong technical background in platforms such as ServiceNow and Salesforce. This is a fantastic opportunity to drive continuous improvement and engage with business stakeholders to deliver scalable application support services.

Qualifications

• 12+ years of experience in enterprise application support leadership roles.
• Strong technical background across enterprise systems and integrations.

Responsibilities

• Lead and manage end-to-end support of enterprise business applications.
• Ensure operational stability and performance across ERP and CRM systems.

Skills

Application Lifecycle Management

ERP Systems Operations

Incident Management

Vendor Management

Change Management

Problem Management

Business Stakeholder Engagement

Education

Bachelor’s degree in Computer Science

Certifications in SAP, Oracle, ServiceNow

Tools

ServiceNow

Salesforce

SAP

Oracle ERP

Job description

Job Description:

The Application Support Head is responsible for leading and managing the end-to-end support of enterprise business applications across the organization. This includes ensuring operational stability, performance, continuous improvement, and user satisfaction across ERP platforms, CRM systems, productivity solutions, and custom applications. The role encompasses managing application lifecycle operations, major platform support (including ServiceNow and Salesforce), ERP operations (SAP, Oracle ERP), transition and release governance, incident and problem management, and vendor relationships.

Core Functional Skills:

• Application Lifecycle Management: Oversee the deployment, operation, maintenance, and retirement of enterprise applications, ensuring optimal performance and minimal business disruption.
• Transition & Release Management: Govern structured application transitions and release deployments ensuring that new systems, updates, and patches are delivered without service degradation.
• ERP Systems Operations: Lead the day-to-day support and performance management of ERP platforms (SAP, Oracle ERP), ensuring operational continuity for business-critical processes.
• Platform Support Management: Manage major enterprise platforms such as ServiceNow, Salesforce, and other business applications, ensuring robust support and operational enhancements.
• Custom Application and Platform Support: Provide technical leadership for internally developed applications and integration platforms, ensuring scalability, resilience, and supportability.
• Incident, Problem, and Change Management: Drive proactive incident resolution, root cause analysis, and structured change management across application services.
• Vendor and Contract Management: Manage external vendors delivering application services, ensuring service levels, performance standards, and strategic partnerships are maintained.
• Continuous Improvement: Monitor application performance, user satisfaction, and operational metrics to identify areas for improvement and innovation.
• Business Stakeholder Engagement: Act as a strategic partner with business units, translating operational needs into efficient and scalable application support services.

Experience & Education:

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• 12+ years of experience in enterprise application support leadership roles, including ERP and major platforms like ServiceNow and Salesforce.
• Strong technical background across enterprise systems, application integrations, and platform administration.
• Expertise in ITSM practices for application support operations.
• Certifications preferred: SAP Certified Associate, Oracle Fusion Cloud certifications, ServiceNow Certified System Administrator, Salesforce Administrator, Microsoft Certified Azure Developer, Java SE Programmer, Python Institute certifications, ITIL Foundation or Practitioner.