Senior Technician Application Operations Support

edara; Dubai; On-site; AED 80,000 - 110,000; Full time

Job summary

Emirates Integrated Telecommunications Company PJSC in Dubai seeks an experienced Applications Support Team Lead to oversee a team of analysts, ensuring high availability of enterprise applications and coordinating with cross-functional groups for rapid issue resolution.

The role requires strong ITIL knowledge, incident management experience, and hands-on expertise with big data, SQL, and monitoring tools. Dubai-based, with a focus on maintaining data quality and performance.

Qualifications

• Bachelor's degree in CS/IT or related field
• Experience leading a team of application support analysts
• Knowledge of ITIL and incident management

Responsibilities

• Lead and manage a team of applications support analysts.
• Oversee end-to-end application maintenance and support.
• Coordinate with cross-functional teams for issue resolution.
• Contribute to RFI and RFP for products and end-to-end solutions.
• Guide technical implementation and design during deployments.

Skills

Troubleshooting

Enterprise apps

ITIL

Incident management

Big data

Data Analytics

SQL

Scripting

Monitoring tools

Education

BSc./B.E./MCA

CS/IT degree

Job description

Job Description

Key Accountabilities

• Team Management
  • Lead and manage a team of applications support analysts, providing guidance, mentorship, and performance evaluations.
  • Foster a collaborative and productive team environment, promoting professional development and knowledge sharing.
  • Guides technical implementation team on the approach and technical functions during the project deployment
  • Provide technical mentorship and guidance to junior team members
• Applications Solutions
  • Contributes to RFI and RFP for individual products and end-to-end solutions
  • Manage technical discussion meetings to gather the required information for the Technical Design Specification creation and to make sure that the client requirements are correctly addressed in the provided solution
  • Analyze, design, and implement software solutions of varying complexity, including server-side and middleware
• Application Maintenance and Support
  • Ensure the availability, performance, and stability of our applications and software systems.
  • Oversee the resolution of application-related incidents, problems, and service requests, ensuring timely and effective responses.
  • Collaborate with cross-functional teams, such as development, infrastructure, and quality assurance, to address and resolve application issues.
  • Design and implement effective solutions and models to store and retrieve client data.
  • Install and organize information systems to guarantee data lake functionality
  • Manage vendors and extracts relevant information for knowledge transfer, conducts knowledge transfer sessions for deployment projects, technologies, and solutions
  • Diligently teaming with the infrastructure, network, database, application and business intelligence teams to guarantee high data quality and availability
• Application Troubleshooting and Problem Solving
  • Investigate and analyze complex application issues, identifying root causes and implementing appropriate solutions.
  • Develop and maintain troubleshooting guides, knowledge bases, and standard operating procedures to enhance support efficiency.
  • Provide escalation support for critical application incidents and act as a point of contact for senior management.
  • Monitor the system performance by performing regular tests, troubleshooting, and integrating new features
  • Support existing software including development of enhancements, defect resolution, determining and resolving performance issues, debugging, upgrading, deployment and migration
• Application Optimization and Enhancements
  • Collaborate with business stakeholders to identify opportunities for application improvements, performance enhancements, and feature enhancements.
  • Participate in the planning and implementation of application upgrades, patches, and migrations, ensuring minimal disruption to business operations.
  • Oversee the migration of data from legacy systems to new solutions and recommend solutions to improve new and existing database systems
• Relationship Management
  • Establish and maintain strong working relationships with internal users, business units, and external clients to understand their application support needs and expectations.
  • Serve as a liaison between the applications support team and other departments, facilitating effective communication and coordination.

Qualifications

• BSc. / B.E / M.C.A
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)

Experience

• Proven experience in managing a team of application support analysts.
• In-depth knowledge of application support best practices, ITIL framework, and incident management processes.

Skills

• Strong technical proficiency in troubleshooting, maintaining, and supporting enterprise applications and software systems.
• Experience with Bigdata, Data Analytics, databases, SQL, scripting languages, and application monitoring tools.

About Us

Who we are: A young UAE based company focused on finding talented people, helping them and our clients to grow

What we do: Delivering great customer experiences is at the heart of what we do. We do this by creating meaningful connections between brands and their customers, by providing the right people who seamlessly integrate into our clients’ organizations to deliver great experiences.

About Emirates integrated Telecommunications Company PJSC

The Emirates Integrated Telecommunications Company PJSC was founded in 2005. We are the UAE’s second licensed telecommunications operator. We operate under two brands: du (launched in 2007) and Virgin Mobile the region’s first digital service (started operations in September 2017). We are listed on the Dubai Financial Market (DFM) and trade under the DU ticker (Bloomberg DU UH, Refinitiv DU.DU). Our core shareholders are government-related entities (Emirates Investment Authority 50.12%, Emirates International Telecommunications 19.7%, Mamoura Diversified Global Holding PJSC 10.06%) and the remaining by public shareholders.