Senior Executive Manager - Applications Support

Bupa Arabia; Jeddah; On-site; SAR 350,000 - 550,000; Full time

Job summary

Bupa Arabia is seeking an experienced Enterprise Application Support Manager to lead end-to-end support, operations, availability, and continuous improvement of enterprise business applications. You will oversee 1st and 2nd line support, governance, incident management, and service continuity across domains.

The role requires strong leadership, ITIL expertise, 24x7 production support experience, and a track record of improving service quality for a healthcare/insurance-focused environment.

Qualifications

• Bachelor’s degree in computer science, Information Systems, Software Engineering, or related major.

Responsibilities

• Lead and manage the 1st and 2nd line application support functions across enterprise business applications ensuring incident, service request, problem, and operational management.
• Establish and govern application support processes, KPIs, and service governance for high-quality delivery.
• Manage relationships with business stakeholders, technology teams, and external vendors to ensure production readiness and alignment with priorities.
• Lead, develop, and mentor the application support team, defining objectives and monitoring performance.

Skills

Enterprise Application Support

IT Service Management (ITIL)

Incident, Problem & Change Management

Service Delivery & Operations

SLA & KPI Management

Major Incident Management

Vendor & Contract Management

Team Leadership

Stakeholder Management

Root Cause Analysis

Operational Governance

Business Continuity & Disaster Recover

Risk Management

Budget & Resource Planning

Strong communication & negotiation

Analytics & Continuous Improvement

NPHIES Workflows & HL7 interfaces

Lab & Pharmacy integration

Health insurance integration

Education

Bachelor’s degree in computer science, Information Systems, Software Engineering, or related major

Job description

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.

Skills

• Enterprise Application Support Management
• IT Service Management (ITIL)
• Incident, Problem & Change Management
• Service Delivery & Operations Management
• SLA & KPI Management
• Major Incident Management
• Vendor & Contract Management
• Team Leadership & People Development
• Stakeholder Management
• Root Cause Analysis
• Operational Governance
• Business Continuity & Disaster Recovery
• Risk Management
• Budget & Resource Planning
• Strong communication, negotiation, and presentation skills
• Analytical thinking and decision-making
• Continuous Improvement mindset
• Must have knowledge in: NPHIES Workflows, HL7 interfaces, ZATCA modules/ Workflows, Experience in Lab & Pharmacy integration, Experience in health insurance business integration.
• Experience managing 1st & 2nd line business application support.
• Experience with ITSM platforms (BMC, Jira Service Management, ServiceNow, etc.).
• Strong understanding of ITIL practices.
• Experience working with cloud and on-premises enterprise applications.
• Experience managing production support in a 24×7 operational environment.
• Experience supporting core business applications in large insurance and/or healthcare organizations including insurance core system and HIS.
• Experience managing vendors and outsourced support services.

Education

Bachelor’s degree in computer science, Information Systems, Software Engineering, or related major