Applications Support Leader- Top Business Group

Main Duties and Responsibilities :
Participate in creating the SLA for the different applications
Develop internal team schedule for managing on call, and application ownership and communicate to business
Provide first line support to Users by providing analysis and resolution for routine operational application issues
Provide the suitable solutions for any application issue within the agreed on SLA and based on the criticality of the issue
Monitor the corporate applications to ensure service availability 24/7
Record and track incidents, complaints or requests. Ensure that problem tickets raised in the right channel are clearly documented and articulated.
Collaborate with other IT teams (such as infrastructure team) in problem diagnosis and resolution.
Support deployment of process enhancements by working with business on data collection and training key users on new functionality.
Perform testing of solutions delivered development team to address process improvements with business process owners, and coordinate with development team for issue resolution.
Provide end user trainings for new modules/implementations
Participate in analysis for new changes and required operational enhancements

Requirements:
Faculty of Engineering (Computer) or Computer Science.
6 - 8 years of relevant extensive experience.
English language fluency.

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