Senior Application Support Specialist

About the job

Job Description:

• Manage periodic health checks of the applications and log monitoring.
• Manage support process with Software development team to understand the new projects and maintain and debug the current solutions.
• Working closely with customer service and end users within predefined SLA to resolve all issues.
• Work closely with all IT teams to identify the root cause of the issues and confirm the final resolution and communicate it to concerned business team.
• Design and implement new support processes and procedures to improve the efficiency and effectiveness of our support team.
• Collaborate with all departments to identify areas for improvement in the application support process and recommend new technologies or tools to improve support processes.
• Develop and maintain documentation for support processes and procedures.
• Perform Code debugging to identify the issue and either fix it on code level for testing or report to the software team/concerned third party if it may cause system design impact.
• Prioritize and handle service requests and incidents.
• Responsible for identifying recurrent issues across all automation systems and finding either a temporary fix or a permanent one.
• Ensure proper recording, documentation, resolution, and closure of recurrent issues.
• Build knowledge base for Support teams for future reference.
• Conduct training for the Remote Automation Support team to ramp-up their knowledge

Job Requirements:

Education and Experience:

• Bachelor’s degree in computer science or a related field
• Several years of experience in application support or a related field – Minimum 3 years
• Flexibility to work outside of normal business hours is a must.
• Ability to work independently and as part of a team.

The applied candidate should have the below skills:

• Experience with SLA concept and customer needs
• Experience with troubleshooting and resolving technical issues
• Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues
• Experience designing and implementing new support processes and procedures
• Solid Knowledge of Microsoft .NET technology and Database SQL concepts and C#
• Good knowledge of Networking and Security
• Seeks to understand different perspectives and cultures.
• Excellent written and verbal communication in English & Arabic
• Excellent communication and interpersonal skills

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