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The Global Applications Support Manager at Mandarin Oriental Hotel Group (MOHG) plays a crucial role in ensuring the smooth operation and support of enterprise applications across the organization. This position requires close collaboration with the Director of Global Applications, as well as with various colleagues and vendors, to coordinate and manage tasks essential for the global support of applications. The manager will act as the primary contact for support escalations related to a range of global applications, including Infor HMS, Datavision, SpaSoft, Shift4, IreckonU, SevenRooms, Actabl, Glowing.io, Infrasys, and InfoGenesis, along with the integrations between these systems. In this role, the manager will be responsible for maintaining and updating the MOHG User Acceptance Testing (UAT) environment, providing access for vendors and business leads, and facilitating testing processes. The position also involves working with the infrastructure and global helpdesk teams to approve operating system patches and network changes for the Applications UAT environment. Additionally, the Global Applications Support Manager will provide support during hotel openings, addressing questions related to system integrations and payment platforms. Regular participation in meetings with global application vendors is expected to help resolve hotel issues and influence roadmap enhancements that meet MOHG's needs. The manager will also provide technology support for selected global application projects during various stages, including specification, evaluation, pilot, and rollout. Ensuring that application-related support processes, procedures, and knowledge base documentation are current and accessible to colleagues on MOHG's Intranet is a key responsibility, as is providing support for incident escalation by troubleshooting issues and determining the appropriate resources for resolution. Collaboration with the Information Security and Infrastructure teams is essential to ensure that security and privacy considerations are adequately addressed for all systems and suppliers. This position requires a strong understanding of hotel business processes, hospitality applications, and IT systems, along with the ability to manage multiple priorities in a dynamic environment.
