Application Support Management Specialist

Overview

The Application Support Management Specialist is tasked with overseeing the comprehensive lifecycle of all business applications within the department. This role ensures applications are secure, supported, compliant with regulatory standards, and aligned with the Bank's technology policies by managing updates, vendor partnerships, vulnerabilities, certifications, and regulatory adherence.

Key Responsibilities

• Govern and maintain the entire lifecycle of assigned applications.
• Keep detailed records of applications, including software versions, support timelines, and technology stacks.
• Organize and track application upgrades, patches, and version rollouts.
• Identify applications approaching End-of-Support (EOS) and End-of-Life (EOL) status to mitigate risks.
• Collaborate with application owners, vendors, and cybersecurity teams to resolve security vulnerabilities promptly.
• Oversee SSL/TLS certificates, application certificates, and software license renewals to ensure continuity.
• Manage vendor relationships including deliverables, support tickets, product updates, and upgrade schedules.
• Ensure applications comply with Saudi Arabian Monetary Authority (SAMA) regulations, audit outcomes, and internal governance standards.
• Track regulatory requirements and audit remediation plans through to completion.
• Coordinate application health assessments, reviews, and performance evaluations.
• Maintain comprehensive documentation covering application architecture, dependencies, and operational information.
• Generate management reports and dashboards on application status, vulnerabilities, upgrades, compliance, and risk factors.
• Work cross-functionally with Infrastructure, Information Security, Release Management, Enterprise Architecture, and Business teams during implementation of application changes.
• Support budgeting, licensing, and planning for application upgrades and vendor services.
• Identify operational risks and develop mitigation strategies for applications.
• Confirm operational readiness of applications before deploying to production environments.

Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or related disciplines.
• At least 5 years of experience in Application Support, Application Management, or IT Service Management roles.
• Experience in banking or financial services sectors is strongly preferred.
• Working knowledge of the ITIL framework and application lifecycle processes.
• Proven experience managing application upgrades, vendor relationships, and regulatory compliance.
• Familiarity with managing vulnerabilities and collaborating on cybersecurity remediation efforts.
• Strong understanding of SSL/TLS certificates, software licensing, and support lifecycle management.
• Proven ability to address audit findings and comply with regulatory mandates, especially from SAMA.
• Excellent skills in communication, coordination, and managing diverse stakeholders.
• Advanced analytical abilities and proficiency in reporting.

Additional Preferred Qualifications

• ITIL Foundation Certification is advantageous.
• Familiarity with ITSM tools such as ServiceNow or Jira.
• Knowledge of project management principles.
• Experience working with banking software and third-party vendors.
• Strong proficiency in Microsoft Excel and PowerPoint for reporting purposes.