Senior Application Support Specialist Expert

Responsibilities

· L1 and L2 Support – Ensuring timely troubleshooting and problem resolution within SLA

· Creating and maintaining Requirement Document, Integration document, Impact Analysis, RCA, and Solution Document

· Creating and maintaining user manual and admin manuals

· Onboarding of New Users (Supporting Application Training)

· Working with Cross-Functional Teams

· Manage stakeholders’ communication, support change management, manage business demand deliveries

· Document and communicate assigned work and progress to immediate project team, and management

· Support the organization’s project management policy, practice and methodology

· Acts as the subject matter expert (SME) for enterprise application support, ensuring architectural integrity, performance optimization, and operational excellence

· Defines and enforces standards, methodologies, and best practices for application support, change management, and automation across teams

· Leads process improvement, innovation and automation initiatives

· Provides project management leadership for multiple (often competing or coinciding) projects as evidenced by project planning, problem resolution, change control and quality assurance activities.

· Leads project task force meetings or work groups for multiple projects. Ensure distribution and documentation of minutes, vendor project correspondence and status reports as required.

Qualification

· Bachelor in IT or Relevant

· Relevance will be reviewed and confirmed by ISD in line with technical competencies of applicant.

Experience

· Overall, 12 years’ experience in similar skill set.

· Excellent verbal and written communication skills in English.

· Proficient verbal and written communication skills in Arabic

· (Preferred).

· Excellent customer interaction attitude and behavior

· Experience collaborating with including Infrastructure, Security, Telecom, and Network Operations, to ensure end-to-end system stability and compliance.

· Strong experience with Web technologies and the infrastructure needed to support web applications (e.g. reverse proxies, application load balancers, CDNs, networks, Layer 7 firewalls, TLS certs, web servers, etc.)

Skill Set

In one or more in areas, like Enterprise systems (MS Dynamics 365 SAAS (CRM), IBM Maximo Application Suite, Oracle EBS 12.2.X/Fusion, ARM), Microsoft technologies (Azure, .NET Framework, SQL Server, SharePoint), Oracle Techstack (Primavera P6, Unifier, Oracle Cloud Infrastructure (OCI), Oracle Database), OpenText techstack (Content Management, BPM, Application Monitoring Tools).