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. Ensures distribution and documentation of minutes, vendor project correspondence and status reports as required.

Bachelor in IT or Relevant
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.).

Senior Application Support Specialist

Key skills