Manager - Applications Support

Manage and support Business Applications in order to assure the optimum use with high quality, high performance, innovative, fit for purpose system to meet the business requirements in line with the Bupa business strategy. Coordinate with stakeholders to assure business applications management function and activities, including functional consultation, systems enhancement, customization, configurations and coordinate with technical team. Plays a key role coordinating between the various teams, include but not limited to internal customers (various business departments), Project Management Office, Change Management Team, Application Development Team and also with Partners, Vendors and Suppliers.

Application Management

• Execute application changes to improve the reliability, scalability, extensibility, security and performance of the business applications, based on the approved change requests.
• Evaluates and recommend ultimate use of application functionalities
• Configure the applications as per the best practices.
• Research, compare, analyze and recommend best vertical solutions, ISV solutions, components fit for business requirements.
• Execute application configurations, customizations in supported way so that it won’t impact upgrades.
• Execute applications upgrades and rollups. Align with stakeholders and end users on new releases.

Application Support

• Handle all levels of support requests in Service Desk
• Manage streamlining of end user requests to CRs/PIDs
• Coordinate with internal departments and end users to make sure that users are trained properly on the system functions.
• Prepare applications training materials and keep it up to date and enhance training materials with modern technologies and methods. Also make sure that training materials are published on secure channels and accebale to end users.
• Manage business applications knowledge base and assure its updated whenever there is change and accessible to end users and departments.

Business Analysis & Documentation

• Analyze and recommend out of the box customizations to meet the user requirements.
• Define innovative solutions to fulfill business’ requirements
• Assist end users and business functions to improve the efficiency and effectiveness by providing best use of the business applications functions.
• Analyze proper cross functional implications while requirement study and suggest best practices and ideal solutions to user requirements.
• Work cross functional and hierarchical to identify and prioritize the systems activities
• Identify and develop business cases for initiatives which reduce cost, improve service or otherwise improve profitability
• Business process mapping and change management control
• Ensure system solutions match not only the business need but also reflect the values and principles of Bupa globally

Project Management

• Projects coordination and deliverables within Technology Services and Business Transformation by individually handling and/or collaborating internally and externally with other teams
• Ensure projects are properly planned, organized, documented, and executed by meet operational and business standards and adhering to international best practices
• Monitor the effectiveness and efficiency of existing processes for the information technology programs and projects on hand
• As required, suggest and recommend innovations, enhancements, corrective actions for information technology projects
• Ensuring the delivery of all the work required to complete the project successfully, and information technology program and project deliverables will meet and exceed the business expectations, customers experience, and quality of service
• Ensure the most effective use of information technology teams and members assigned and contributing to information technology programs and projects
• Ensure that Technology Services and Business Transformation programs and projects risks are identified, analyzed, mitigated and escalated, and handled as appropriate for the business requirements
• Develop and maintain methodologies, approaches, standard templates, documentation, status updated, and data to support programs within Technology Services and Business Transformation
• Lead information technology programs and projects update meetings and reviews with management, department heads, leads, and team members

• Strong Microsoft Dynamics CRM functional and technical background is a necessary requirement.
• Experience in Dynamics CRM implementation and SDLC
• Experience in Dynamics CRM Customization, configuration, IFD, deployment, plug-ins, workflow, Organization and Custom WS development, etc.
• Experience in .NET framework 4.5 or above development including AJAX, JQuery, Node.js, .Net Core, MVC, Angular.js, Web API, Design Patterns, etc.
• Experience and proficiency in SQL (latest versions) including writing T-SQL queries, SQL Server Agent, stored procedures, triggers, SSRS and SSIS.
• Must be able to work in a highly pressurized environment and cope with implementing and managing frequent business change.
• Effective management and necessary domain knowledge and ability to interact with the various technology and business units to develop, manage, and facilitate plans, approaches, projects, activities and tasks
• Experience in technology relates operations, processes and procedures
• Experience in financial management and budget control
• Experience in project management to include managing multiple complex projects and project management methodologies