Application Support Manager at Vodafone Global Enterprise

What you’ll do

Role purpose: 

• The Applications Support & Operations Manager is responsible for ensuring the stability, availability, performance, and effective operation of MAST’s business applications once they go live.
• This role manages all post-implementation support activities, including incident resolution, problem management, change and release coordination, system monitoring, data flow oversight, and vendor engagement. 

Who you are

Key accountabilities and decision ownership : 

Application Support & Issue Resolution

• Own Level 1/2/3 application support, including troubleshooting, root cause analysis, and timely resolution of system incidents, defects, and user issues.

Operational Performance & Uptime Management

• Monitor and report on system performance, availability, and data integrity; ensure proactive detection of issues and minimise downtime through effective operational controls.

Change, Release & Configuration Management

• Coordinate, assess, and execute application changes, enhancements, configuration updates, and releases in alignment with change management and governance processes.

Vendor & Stakeholder Coordination

• Act as primary operational contact for vendors, ensuring adherence to SLAs, timely delivery of fixes/enhancements, and effective communication with business stakeholders.

Continuous Improvement & User Experience

• Identify opportunities to optimise workflows, improve efficiency, and enhance end-user experience through system improvements, training, and documentation.

Core competencies, knowledge and experience :

• Strong understanding of application support processes, system operations, and integrated business platforms.
• Experience in incident, problem, and change management within a complex operational environment.
• Proven ability to analyse system issues, identify root causes, and implement long-term corrective measures.
• Ability to work effectively with vendors, technical teams, and business stakeholders to coordinate application fixes, enhancements, and releases.
• Excellent communication, documentation, and user engagement skills to support adoption and operational excellence.

Must have technical / professional qualifications: 

• 5-8 years’ experience in application support, business systems management, or IT operations.
• Experience with enterprise applications, integrations, and data flows (APIs, ETL, or similar).
• Knowledge of ITIL principles (Incident, Problem, Change Management).
• Exposure to cloud-hosted applications and monitoring tools is advantageous.
• Relevant IT or business systems diploma or degree qualification (e.g., BSc IT, Information Systems, Engineering).