Application Support Specialist

Procco Services WLL; Capital Governorate; On-site; BHD 7,000 - 10,000; Full time

Job summary

Procco Services WLL is seeking an Application Support Specialist to join our IT team in Bahrain. The role focuses on supporting business applications to ensure high availability, performance, and fit-for-purpose functionality.

The successful candidate will provide technical support, troubleshoot and diagnose incidents and bugs, manage knowledge artifacts, and collaborate with development and business teams to drive continuous improvement.

Qualifications

• Bachelor's degree in computer science, information technology, engineering or related field.
• Experience supporting CRM and financial systems is strongly preferred.
• ITIL Foundation or related certifications are a plus.
• Experience with .NET development and SQL databases is essential.

Responsibilities

• Handle all levels of support requests through the Service Desk ticketing system.
• Diagnose and resolve application-related problems and incidents promptly.
• Research, reproduce and report software bugs; collaborate with development for fixes.
• Provide feedback on longer-term application requirements and technical debt.
• Help set standards for testing, documentation, release and rollout processes.
• Identify runbooks and tasks to automate to reduce MTTR.
• Coordinate with internal departments to train users on features.
• Maintain the knowledge base and runbooks for current use.
• Basic scripting or automation experience to support runbooks.

Skills

.NET development

SQL and Oracle

JIRA/ServiceNow

Windows Server

Monitoring tools

Automation scripting

CRM/financial systems understanding

Education

Bachelor's degree in Computer Science / IT / Engineering

ITIL Foundation or related certifications

Tools

JIRA

ServiceNow

SQL Server

Oracle

PowerShell

Python

Job description

Job Summary

We are seeking a motivated Application Support Specialist to join our IT team. The role focuses on supporting business applications to ensure high availability, performance, and fit-for-purpose functionality. The successful candidate will provide technical support, troubleshoot and diagnose incidents and bugs, manage knowledge artifacts, and collaborate with development and business teams to drive continuous improvement.

Key Responsibilities:

• Handle all levels of support requests through the Service Desk ticketing system (e.g., JIRA, ServiceNow or similar).
• Anticipate, diagnose, and resolve application-related problems and incidents in a timely manner.
• Research, reproduce and diagnose software bugs; provide clear, actionable bug reports and work with development teams on fixes.
• Provide feedback to development groups on longer-term application requirements, enhancements and technical debt.
• Help set and maintain standards for application testing, documentation, release and rollout processes.
• Identify support runbooks and repeatable tasks that can be automated to reduce manual interventions and improve MTTR.
• Coordinate with internal departments and end users to ensure adequate training on system functions and new features.
• Manage and maintain the business applications knowledge base; ensure it is current, searchable and accessible to relevant users and teams.
• Basic scripting or automation experience (e.g., PowerShell, Python) to support runbook automation and operational tasks.

Skills & Technical Competencies:

• Reasonable Financial systems functional and technical background is a necessary requirement.
• Experience in .NET development (framework 4.5 or above)
• Proficiency with relational databases, particularly Microsoft SQL Server and Oracle; strong SQL query and performance-tuning skills.
• Experience with debugging tools, application logs, profilers and diagnostic toolsets used to investigate production issues.
• Solid knowledge of operating systems and server platforms: Microsoft Windows Server.
• Familiarity with service management and ticketing tools such as JIRA, ServiceNow, or equivalent.
• Experience with monitoring, alerting and logging platforms (Zabbix, Splunk or similar).
• User satisfaction scores and feedback from business stakeholders.
• System availability, uptime and incident recurrence rates.
• Completeness and currency of knowledge base and runbooks.
• Number and impact of automation improvements implemented to reduce manual tasks.

Experience & Qualifications:

• 2-3 years of experience in application support, technical support or related IT roles supporting business-critical applications.
• Bachelor's degree in computer science, Information Technology, Engineering or related field, or equivalent practical experience.
• Experience supporting CRM and financial systems is strongly preferred.
• Relevant certifications are a plus (e.g., Microsoft, Oracle, ITIL Foundation).