Senior Technician Application Operations Support

Tanqeeb; Dubai; On-site; AED 300,000 - 450,000; Full time

Job summary

Tanqeeb in the United Arab Emirates seeks a Senior Applications Support Leader to oversee a team responsible for maintaining, troubleshooting, and optimizing enterprise software systems. The role focuses on ensuring reliability for internal users and clients, while guiding data lake and Big Data initiatives.

You will drive incident resolution, collaborate with cross-functional teams, and mentor staff to deliver high-quality solutions. Strong ITIL familiarity and leadership are essential.

Qualifications

• Proven experience leading a team of application support analysts.
• Familiarity with ITIL incident management and service operations.
• Experience with Big Data, Data Analytics, and data lake projects.

Responsibilities

• Lead and manage the applications support team and provide mentorship.
• Oversee maintenance, troubleshooting, and performance of enterprise apps.
• Collaborate with cross-functional teams to resolve incidents and implement enhancements.
• Design and implement data lake solutions and data management models.
• Coordinate with vendors and ensure knowledge transfer during deployments.

Skills

Leadership

Troubleshooting

Enterprise applications

Big Data

Data Analytics

SQL

Scripting

Monitoring tools

ITIL

Education

BSc / BE / MCA

CS / IT degree

Tools

Data Analytics tools

Monitoring tools

Databases

Job description

This role is responsible for overseeing the team responsible for maintaining, troubleshooting, and optimizing the company's applications and software systems. The role plays a critical role in ensuring the smooth operation of the applications and providing technical support to both internal users and external clients. Also, to manage the technical solution proposals for small, medium, and large opportunities encompassing Big Data, Data Lake and Web Applications solutions. Focus on Big Data Engineering, Developing, Optimizing, and overseeing conceptual and logical data systems products and its architecture, design, and development of a large, scaled-out, real-time, high performing, multi-tenant Data Lake Infrastructure, designing Industrial Solutions to leverage data effectively for client’s data ingestion, stream processing, Dashboards displaying advanced analysis and applications.

Desired Candidate Profile

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.
• Excellent problem-solving skills with the ability to analyze complex issues and provide innovative solutions.