IT Specialist

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Job Summary

Job Description

The Enterprise Back Office Application Manager is responsible for the availability, reliability, performance, maintenance, and continuous improvement of enterprise back-office applications that support customer profile management, sales organization administration, commission management, sales support operations, contract phone administration, and mobile order provisioning. The role ensures that applications and integrations meet business needs, comply with IT and security standards, and deliver efficient, dependable services to Enterprise business users.

Application Operations and Service Management

• Manage day-to-day operations, maintenance, and support of all assigned applications.
• Maintain application availability, stability, performance, and business continuity in line with agreed service-level agreements (SLAs).
• Oversee incident, problem, and change management; coordinate root-cause analysis (RCA), corrective actions, and prevention of recurring incidents.
• Coordinate production releases, patches, configuration changes, and deployments under established change-control procedures.
• Maintain application inventories, support procedures, technical documentation, runbooks, and knowledge articles.

Business Process and Functional Support

• Work with Enterprise Sales, Sales Operations, Finance, Procurement, Warehouse, Contract Management, and Mobile Operations to understand requirements and resolve business issues.
• Ensure applications support customer profile maintenance, sales organization administration, commission processing, and sales support activities.
• Oversee SMIS processes for stock and SIM management, PR/PO processing, and contract phone administration.
• Monitor mobile order provisioning, including order progress, provisioning outcomes, rejected orders, and exception resolution.
• Identify process gaps and opportunities to simplify workflows, reduce manual work, and improve operational accuracy.
  

Enhancement and Delivery Management

• Lead enhancements from requirement analysis and impact assessment through solution design, development, testing, deployment, and post-release support.
• Translate business needs into clear functional requirements and coordinate with developers, architects, testers, and vendors.
• Prioritize demand according to business value, risk, urgency, complexity, cost, and resource availability.
• Ensure appropriate SIT, UAT, regression, and performance testing is completed before production release.
• Track delivery milestones, budget, dependencies, risks, and quality; communicate status and decisions to stakeholders.

Integration and Data Management

• Manage interfaces with relevant CRM, ERP, billing, inventory, procurement, and mobile operational systems.
• Maintain data consistency and integrity across customer profiles, sales organization data, commissions, inventory, SIM records, contracts, and mobile orders.
• Monitor interface failures, delays, synchronization issues, and transaction exceptions; coordinate timely resolution with integration teams and vendors.
• Promote standardized integration patterns, reusable APIs, and appropriate monitoring and reconciliation controls.

Vendor, Budget, and Commercial Management

• Manage application vendors and service providers against contractual commitments, support quality, and SLAs.
• Review vendor performance, incident resolution, enhancement delivery, and technical recommendations.
• Manage application maintenance and enhancement budgets, support costs, licenses, and resource utilization.
• Identify opportunities to reduce operating costs and improve value from existing application investments.
• Support procurement activities, technical evaluations, statements of work, and contract reviews for assigned applications.

Security, Risk, and Compliance

• Ensure compliance with corporate IT policies, cybersecurity standards, data privacy requirements, and applicable regulations.
• Coordinate vulnerability remediation, security patching, access reviews, and application security assessments.
• Ensure appropriate role-based access and segregation of duties, particularly for commission, procurement, inventory, and contract functions.
• Maintain audit evidence and manage application risks, technical debt, end-of-life technologies, and continuity requirements.

Stakeholder and Team Leadership

• Coordinate application support teams, business analysts, developers, infrastructure and integration teams, and external vendors.
• Establish clear ownership, escalation paths, service responsibilities, and knowledge-transfer practices.
• Communicate incidents, delivery progress, operational risks, and improvement plans to business and IT management.
• Align application priorities and roadmaps with business strategy and enterprise IT architecture.

Modernization and Continuous Improvement

• Develop and maintain an application roadmap aligned with business priorities and enterprise architecture.
• Identify opportunities to consolidate redundant applications, retire legacy components, and reduce complexity.
• Drive workflow automation, digitalization, process standardization, and improved operational reporting.
• Improve monitoring, incident prevention, integration observability, scalability, and maintainability.

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