Senior Manager - Support, Asset Applications

About the role

Qiddiya Investment Company seeks a Senior Manager to lead Level‑2 support for a wide range of asset applications that power its entertainment, hospitality and retail venues. The role focuses on ensuring system stability, availability and performance while driving proactive problem management.

Key responsibilities

• Oversee all L2 support activities for asset applications, ensuring rapid incident resolution and service request fulfillment.
• Develop, implement and maintain support procedures, workflows and Service Level Agreements (SLAs).
• Act as primary escalation point for major incidents and complex issues.
• Liaise with managed‑service contractors and vendors, monitoring contractual performance.
• Monitor application performance, identify trends and prevent service degradation.
• Lead, mentor and allocate resources for a cross‑functional support team covering ticketing, F&B, leasing, footfall analytics and park management systems.
• Provide training and documentation to L0/L1 teams and coordinate with Application Design & Delivery for new releases.
• Collaborate with design teams to analyse recurring issues and drive permanent fixes.

Required profile

• Proven experience managing L2 support for complex, multi‑domain applications.
• Strong background in supervising cross‑functional technical teams.
• Demonstrated ability to define and enforce SLAs and support procedures.
• Experience working with external service contractors and vendors.
• Excellent analytical and problem‑solving skills with a proactive mindset.

Required skills

What we offer

• Opportunity to shape the support framework for a flagship entertainment destination.
• Leadership role with significant influence on operational excellence.
• Collaborative environment across diverse business units.