Job Purpose
To provide on time technical application support and problem solving during all operational hours to ensure healthy environment to the company’s systems and uninterrupted smooth business operations
Report To Position Name
Maintain and support the production applications 24*7 to ensure healthy system status.Solve log and report production problems in timely manner to ensure users and management updates with production problems.Handle and prioritize trouble tickets and requests of system users to ensure TTs are solved within their relevant SLAs.Manage all application administrative functions.Implement system updates as per the change management process to ensure proper implementation for fixed and new deployment are timely and accurately deployed to production.Postproduction testing and successful implementation of the applied changes to ensure healthy change implementationsDevelop workarounds and propose long term Solutions for production problems where applicable to ensure minimum impact on the business for known system problems.Follow up with Application Development and vendors on open issues in the production applications to ensure timely fix implementations.Manage applications users' privileges & Access (Through Access Management process) to ensure systems security.Develop/implement health checks for production problems to ensure proper operation and on-time alerting.Provide consulting to system users to work out business complex scenarios to maximize user awareness and proper system usage.Analyze repetitive problems, try to find temporary solutions and escalate to the development team or vendor for permanent fix to minimize business impact for chronic problems.Customer Centricity (Sales /cc Staff) Creates a positive customer experience at the point of sale and post-sales journeys. (Non-sales) Creates a positive internal customer experience during internal customer journeys and touch points Innovation Continuously learn new trends in the market and propose new ideas, approaches and insights Operational Excellence Takes responsibility—Accepts responsibility for outcomes of one’s work; with focus on accurate high quality operations daily routine, processes and workflows. People Management Demonstration of team spirit and a proactive collaboration with cross functional projects. Demonstrate company values and compliance with company policy.
QUALIFICATIONS_ESSENTIAL
Bsc. In Computer Science or equivalent related degree. Development or Implementation. Excellent Computer skills, Advanced MS office and scripting are required. Very Good in Arabic & English (Reading, Writing & Oral). Strong interpersonal and Negotiation skills. Ability to work under pressure and tight deadlines. Very Good Communications Skills.
QUALIFICATIONS_DESIRABLE
Ability to transfer knowledge to colleagues. Ability to communicate with multiple levels of internal and external contacts.
EXPERIENCE_ESSENTIAL
Minimum 3 to 5 years Experience in Applications Support, Applications Previous Telecom experience. Experience with large scale systems. ORACLE environment (RDBMS, Tools and Applications). UNIX and Windows Operating systems. Unix shell scripting Knowledge for at least 1 applications development tools (Java Development or Object Oriented programming)
EXPERIENCE_DESIRABLE
Previous CRM or CTI experience is a plus Applications servers is a plus (tomcat, jboss, webshpere, etc..) Web development is a plus (HTML, DHTML and scripting languages (VB script or Java script) , XML)
CERTIFICATIONS_ESSENTIAL
Presentation skills. Technical Writing. Desirable: Project Management. ITIL Foundations. Leadership and Managing Others.
