Job Description

The Applications Manager oversees the design, rollout, management, and maintenance of applications across Nando's SA and *IMEA in order to ensure their efficiency in meeting business requirements. The role is to manage the application team member(s).
Minimum Requirements

• 5- 10 years experience in Application and Systems Administration
• Experience in business analysis, writing of functional and technical specifications, user acceptance testing and user training
• Bachelors Degree or equivalent NQF level 6 qualification (Computer Science or Information Systems)
• Knowledge of Applications, Systems and Process automation
• Project Management Skills

Advantageous

• MS Azure Certifications
• IT Security Certifications
• SLA Management Experience
• Project Management Skills
• Experience in the restaurant, hospitality or retail industry
• SLA Management Skills

Detail

• Knowledge of applications on MS platforms (Advanced) (Preferred)
• Knowledge of applications on POS Platforms (Advanced)
• Knowledge of database management (Intermediate)
• Knowledge of IT security (Intermediate)
• Knowledge of project management (Intermediate)
• Knowledge of IT procurement processes (Intermediate)
• ITIL knowledge (Preferred)
• Analytical thinking skills (Advanced)
• Microsoft Office skills (Intermediate)
• Oral and written communication skills (Intermediate)
• Planning and organizing skills (Advanced)
• Communication skills - both written and verbal (Advanced)
• Management skills (Intermediate)

Duties and ResponsibilitiesApplication Support

• Manage and Support, configure, and maintain application support to users in Casas, CK, and Regional Support offices
• Manage and liaise with application service providers to escalate issues
• Provide technical support as well as troubleshooting and preventative maintenance as per instruction and work list
• Manage, assist, and resolve tickets received from users and escalate where required
• Handle and log support calls from users
• Provide after-hours and weekend or holiday support as required

Software Installation

• Manage the user passwords in the case of errors
• Manage and deal with logged requests to access applications
• Support the Infrastructure and Data teams to maintain the patch levels for all applications
• Escalate issues to senior IT management or third-party suppliers where appropriate for applications and application services

Stakeholder Management

• Consult with users to determine service delivery requirements and improvement opportunities
• Establish and maintain effective working relationships with all internal and external stakeholders
• Manage service providers to understand and evaluate their offerings in accordance with Nando's requirements
• Manage and evaluate SLA requirements for service providers
• Act as first contact with the Service providers and day-to-day SLA management
• Discuss and manage potential risks with service providers and agree on suitable contingency measures

Hardware support and installation

• Consult with users to determine service delivery requirements and improvement opportunities
• Establish and maintain effective working relationships with all internal and external stakeholders
• Manage service providers to understand and evaluate their offerings in accordance with Nando's requirements
• Manage and evaluate SLA requirements for service providers
• Act as first contact with the Service providers and day-to-day SLA management
• Discuss and manage potential risks with service providers and agree suitable contingency measures

Compliance and Governance Management

• Manage and comply with all electronic and physical security procedures and standards
• Manage and implement Nando's information security policies and procedures
• Manage and monitor adherence to Nando's technology standards, policies, and procedures
• Manage the adherence to government regulations and procedures for handling, media
• Follow standard service desk procedures, including the logging of issues
• Suggest modifications and additions to standards and guidelines

Records Management and Reporting

• Maintain all IT records and track for area of responsibility and provide managers and users with regular updates as well as any relevant status and progress information
• Manage and maintain a record of all inquiries from the initial call to incident resolution and provide the necessary information and documentation for issues that require escalation
• Prepare and maintain records of assigned work orders and work performed, including inserting, and updating computerized service tickets
• Manage, create, and maintain documentation for all support processes
• Complete the relevant documentation for in-house hardware and software systems as requested

Nando's