Senior IT Service Operations Lead - Application Support

Oman Shell; Şişli; On-site; TRY 900,000 - 1,300,000; Full time

Job summary

Oman Shell is seeking an experienced Application Support Manager in Türkiye to oversee mission-critical IT services, drive continuous improvement, and ensure operational excellence across global teams. The role emphasizes incident management, SLA governance, and robust control frameworks within Mobility Market Operations.

The successful candidate will lead cross-functional teams, manage vendor relations, and coordinate with L2/L3 support to maintain service reliability and performance.

Qualifications

• Minimum 10 years relevant work experience in IT Service Operations.
• Bachelor’s Degree or Equivalent Certification in IT and/or Communications and Electronics system.
• Strong knowledge in IT Service Management processes & Integration Support.
• Technical familiarity with SQL, API integrations, monitoring tools, logs, and troubleshooting.
• Strong understanding of Agile and DevOps delivery.
• Strong Knowledge of Site System & Hosting platforms and technologies.
• Demonstrable experience in vendor and contract management.
• Strong experience with information risk management and IT controls operations.
• Continuous improvement mindset for improvements to existing application landscape operations.
• Excellent communication skills. Good Business English, written and oral.

Responsibilities

• Ensure uninterrupted operation of all supported applications (NFR, ERP, VIS, Loyalty, Invoicing, MI/MIS, web portals, etc.).
• Serve as the primary coordination point for application issues, performance problems, outages, and replication issues.
• Manage communication with vendors.
• Collaborate with global L2/L3 teams when needed and manage escalations.
• Conduct regular SLA review meetings with business stakeholders and vendor SLA review sessions to strengthen service performance alignment and visibility.
• Ensures that all IRM controls are completed on time and with zero findings, and monitors their progress through the tasks assigned to team members.
• Acts as the operational representative in Mobility & Enterprise application projects and coordinate with project teams on: SLA definition, technical & functional documentation, monitoring & alerting setup, user guides and support models, escalation matrix, completion of operational handover checklists.
• Acts as the CI owner for all applications currently supported in Turkey and registered in the global inventory.
• Perform root cause analysis (RCA) meetings for recurring issues and major incidents, and drive permanent fixes.
• Reviewing Turkey application landscapes for enhancement and continuous improvement opportunities.
• Ensure effective Major Incident (MI) management and swift service restoration - during Major Incidents.
• Ensures that the ticketing process functions correctly in order to measure the performance of the operations team.

Skills

IT Service Management

SQL

API integrations

Monitoring tools

Agile/DevOps

Vendor management

IT controls

English communication

Root cause analysis

Education

Bachelor’s Degree or Equivalent Certification in IT/Communications/Electronics

Tools

Monitoring tools

Logs troubleshooting

Job description

Oman Shell is seeking an experienced Application Support Manager in Türkiye to oversee mission-critical IT services, drive continuous improvement, and ensure operational excellence across global teams. The role emphasizes incident management, SLA governance, and robust control frameworks within Mobility Market Operations.

The successful candidate will lead cross-functional teams, manage vendor relations, and coordinate with L2/L3 support to maintain service reliability and performance.