Application Support Engineer

Position Overview

We are seeking a dedicated Application Support Engineer to join our client’s dynamic team, where you will play a pivotal role in maintaining the operational excellence of their business-critical applications. In this shift-based role, you will serve as the first line of defense for users, ensuring seamless issue resolution, proactive performance monitoring, and exceptional service delivery. Your expertise will be instrumental in upholding service level agreements (SLAs), fostering user satisfaction, and driving continuous improvement across the organization.

Key Responsibilities

The Application Support Engineer will be responsible for the following core functions:

• First-Line Support: Act as the primary point of contact for business users, addressing application-related issues, requests, and inquiries with professionalism and efficiency.
• Incident and Request Management: Log, categorize, prioritize, and meticulously track incidents and service requests using the organization’s ITSM (IT Service Management) platform to ensure timely resolution.
• Troubleshooting and Root Cause Analysis: Perform initial troubleshooting to identify root causes and implement effective resolutions for application-related problems.
• Integration and Interface Support: Diagnose and resolve issues related to integrations, interfaces, and data flow between systems to maintain seamless interoperability.
• Log and Error Analysis: Analyze application logs, error messages, API responses, and traces to diagnose and resolve production issues efficiently.
• Escalation Management: Escalate complex or unresolved incidents to development, QA, infrastructure teams, or external vendors as necessary to ensure rapid resolution.
• Performance Monitoring: Proactively monitor application performance, identify potential risks to operations, and take preemptive measures to mitigate disruptions.
• Shift-Based Support: Provide coverage across multiple shifts to guarantee continuous service availability and support for users, regardless of time zone or operational demands.
• Validation and Testing: Validate fixes, enhancements, and new features prior to production deployment, and support User Acceptance Testing (UAT) and regression testing to ensure quality and reliability.
• Documentation and Knowledge Management: Maintain comprehensive documentation, including known errors, standard operating procedures (SOPs), and knowledge base articles to facilitate efficient support and knowledge sharing.
• User Training and Guidance: Deliver user guidance and training sessions to enhance user proficiency in application functionality and adherence to business processes.
• Stakeholder Collaboration: Work closely with cross-functional stakeholders to identify improvement opportunities, streamline processes, and enhance overall application performance and user experience.
• Compliance and Process Adherence: Ensure strict adherence to SLAs, support processes, and organizational standards to uphold the highest levels of service quality and reliability.

Requirements

To excel in this role, candidates must meet the following qualifications and experience:

• Industry Experience: Minimum of 2 years of hands-on experience in Application Support, preferably within the Healthcare, Health Insurance, or Hospital environment.
• Application Support Expertise: Proven experience supporting core business applications in production environments, with a deep understanding of their operational dynamics.
• Healthcare Application Knowledge: Familiarity with HIS (Hospital Information Systems), EMR/EHR (Electronic Medical Records/Electronic Health Records), and other healthcare-specific applications.
• Digital Platform Experience: Exposure to supporting customer-facing digital platforms and mobile applications, ensuring optimal user experience and functionality.
• Technical Proficiency: Strong troubleshooting, analytical, and problem-solving skills, with the ability to dissect complex issues and implement effective solutions.
• Shift-Based Work: Demonstrated ability to work in a shift-based support model, accommodating flexible schedules to ensure 24/7 coverage as needed.
• ITSM Tool Experience: Hands-on experience with ticketing and ITSM tools, such as ServiceNow, Jira, or similar platforms, to manage incidents and service requests efficiently.
• SDLC Understanding: Solid grasp of Software Development Life Cycle (SDLC) and testing methodologies, including UAT and regression testing.
• Database and SQL Knowledge: Basic understanding of databases and SQL to query and analyze data for troubleshooting purposes.
• Communication Skills: Exceptional verbal and written communication abilities, enabling effective collaboration with both technical and non-technical stakeholders.
• Customer Service Orientation: A strong customer service mindset with a commitment to ownership, accountability, and delivering high-quality support experiences.
• Language Proficiency: Fluency in both Arabic and English (spoken and written) to facilitate seamless communication with diverse user bases and stakeholders.
• Integration and API Knowledge: Familiarity with APIs, integrations, and interfaces to support seamless data flow and system interoperability.