Lead, Application Support — IT Operations & Incidents

Oman Shell; Fatih; On-site; TRY 420,000 - 680,000; Full time

Job summary

Oman Shell in Istanbul seeks an experienced Application Support Manager to oversee end-to-end IT service operations for Mobility Market Ops. You will ensure uninterrupted operation of critical applications, coordinate with vendors, and drive service performance through SLAs and incident management.

You will lead RCA efforts, manage major incidents, and collaborate with global teams to optimize the Turkish application landscape while maintaining strict control over configuration and inventory

Qualifications

• 10+ years in IT service operations or similar role.
• Strong knowledge of ITSM processes and integration support.
• Excellent communication and English proficiency.

Responsibilities

• Ensure uninterrupted operation of all supported applications (NFR, ERP, VIS, Loyalty, Invoicing, MI/MIS, web portals).
• Serve as primary coordination point for application issues, performance problems, outages, and replication issues.
• Manage communication with vendors and collaborate with global L2/L3 teams for escalations.
• Conduct regular SLA review meetings with stakeholders (Retail, Commercial, Marketing, Finance, Operations).
• Ensure IRM controls are completed on time with zero findings and monitor progress.
• Act as CI owner for Turkey applications and maintain accurate configuration/inventory records.
• Perform root cause analysis for recurring issues and major incidents; drive permanent fixes.
• Review Turkey application landscapes for enhancements and improvements.
• Manage Major Incident (MI) processes and quick service restoration during incidents.
• Ensure ticketing process functions properly and provide performance insights to IT management.

Skills

ITSM

SQL

APIs

Monitoring tools

Vendor management

Agile

DevOps

Communication

Analytical skills

IT controls

Education

Bachelor’s Degree in IT/Communications

Tools

Monitoring tools

ERP systems

Job description

Oman Shell in Istanbul seeks an experienced Application Support Manager to oversee end-to-end IT service operations for Mobility Market Ops. You will ensure uninterrupted operation of critical applications, coordinate with vendors, and drive service performance through SLAs and incident management.

You will lead RCA efforts, manage major incidents, and collaborate with global teams to optimize the Turkish application landscape while maintaining strict control over configuration and inventory