A Saudi megaproject creating a world‑class entertainment, sports and culture destination around Riyadh.
Lead L2 support for asset applications, manage team, SLAs, vendors, and incident resolution.
8 days ago ago
Expert & Leadership (13+ years)
Full Time
Riyadh, Riyadh, Saudi Arabia
Onsite
Company Size
1,900 Employees
Service Specialisms
Construction services
Project Management
Engineering
Architecture
Property Development
Design
Technical Services
Sector Specialisms
Entertainment
Theme Parks
Sports
Wellness
Hospitality
Real Estate
Residential
Commercial
Role
Description
performance monitoring
support procedures
bug fixes
stakeholder management
l2 support
sla management
Monitor application performance proactively, identifying trends and potential issues to prevent service degradation
Develop, implement, and maintain comprehensive support procedures and workflows to ensure consistent and high-quality service delivery
Drive the implementation of permanent solutions, bug fixes, and enhancements to minimize data corrections and the recurrence of incidents
Maintain strong relationships with business stakeholders across all asset areas to understand their priorities and ensure the support structure meets their operational needs
Work closely with L0 and L1 support teams, providing them with the necessary training, documentation, and skills to resolve the maximum number of service requests and incidents at the first point of contact
Collaborate with the Application Design & Delivery team to identify and analyze commonly reported issues and trends
Liaise with and manage managed service contractors and vendors for specialized application support, ensuring they meet contractual obligations and performance targets
Lead, mentor, and manage a cross-functional team of support resources responsible for all asset applications
Establish and manage Service Level Agreements (SLAs) for all asset applications, monitoring performance metrics and reporting on results to senior leadership
Act as the primary escalation point for major incidents and complex issues within the asset application landscape
Oversee all L2 support activities for the complete suite of asset applications, ensuring timely incident resolution and service request fulfillment to minimize business disruption
Allocate resources effectively to ensure adequate coverage and expertise across different application domains like ticketing, F&B, leasing, and park management
Ensure the team receives sufficient and continuous training from the Application Design & Delivery teams upon the rollout of new systems or features
Requirements
7+ years
slas
vendor management
ticketing
bachelor's
multi-tier
7+ years of experience in IT application support, with a significant focus on managing support for diverse business systems in a large-scale environment
Demonstrated success in establishing support procedures, defining and managing SLAs, and overseeing vendor/managed service provider relationships
Proven experience leading a support team for applications such as Ticketing, F&B (POS, KDS), Retail, Leasing Management, Event Management, Asset management and Park Management Systems
Bachelor's degree or similar qualifications in Information Technology, Computer Science, or a related field
Strong background in collaborating with design, delivery, and development teams for effective problem management and continuous service improvement
Experience working in a multi-tiered support environment (L0, L1, L2, L3) and a proven track record of improving first-call resolution rates
Benefits
Information not given or found
Training + Development
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Interview process
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Visa Sponsorship
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Security clearance
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Company
Overview
$9.8B Budget
Project Investment
Total allocated funds for building the destination city.
300 Attractions
Unique Experiences
Including theme parks, sports, and cultural venues.
17M Visitors
Annual Visitor Projection
Expected visitors by 2030, showcasing global appeal.
600K Residents
Future Population
Anticipated residents once the city is fully developed.
Rising southwest of Riyadh, it is backed by Saudi Arabia’s Public Investment Fund.
Built to blend 'play' into everyday life, creating immersive, lifelong experiences.
Development is unfolding in phases, with Phase 1 including various projects and attractions such as Six Flags, Aquarabia, and a world-class motorsports circuit.
Beyond thrill parks, it is establishing vibrant sports, arts, and cultural districts, plus residential and community infrastructure.
Key sector expertise spans entertainment, tourism, infrastructure, sports, and cultural development.
By 2030, it is projected to host millions of visitors annually and offer hundreds of thousands of jobs.
Notable features include the Middle East’s largest Six Flags park, a Formula 1-grade racetrack, and the world’s only Dragon Ball theme park.
Culture + Values
‘Now We Play’ purpose-driven culture using the power of play to advance society
Collaborative care for people and environment enabling all stakeholders to flourish
Ethical business conduct and transparency embedded in governance
Safety culture committed to zero harm
Local heritage celebration through accessible, affordable destination design
Environment + Sustainability
Net Zero by 2060
Carbon Emissions Target
Aiming to achieve net-zero carbon emissions by 2060 to reduce its environmental impact.
20% Energy Reduction
Energy Efficiency Goal
Committed to reducing energy consumption by 20% relative to the 2021 SEC benchmark.
100% Wastewater Reused
Water Management Initiative
Ensuring all wastewater is treated and reused for landscaping purposes.
80% EV Charging
Sustainable Transportation
Equipping 80% of parking slots with EV charging stations by 2035.
ESG vision focused on minimizing environmental footprint under theme 'Play Right'
94% municipal solid waste landfill diversion by 2035
90% organic waste composted on-site by 2035
Support for Saudi Green Initiative, Green Riyadh and UN SDGs
Inclusion & Diversity
40% Target
Women in Workforce
Aiming to achieve 40% female representation in the overall workforce by 2030.
30% Target
Women in Leadership
Committed to reaching 30% female representation in leadership positions by 2030.
100% Accessibility
Public Realm Accessibility
Ensuring full accessibility in public spaces for individuals with disabilities.
Affordability programme with discounted tickets for low‑income visitors