Application Support Engineer

We're recruiting a Senior Application Support Engineerto join team of a reputable Saudi-based e-commerce company located in Riyadh and working in the online food delivery industry.

Job Responsibilities

• Troubleshooting issues in the product (application and data), database server, web server (IIS), and networks, to minimize the risk of disruptions
• Manage issues/requests workload over the ticketing system; and ensuring that all tickets are handled within the SLA frame.
• Conduct root cause analysis (RCA) process and report to the concerned stakeholders to reduce incidents flow.
• Resolve incidents/service requests within his expertise and responsibilities within the agreed SLA, or escalate it to the concerned internal stakeholders or external 3rd parties
• Follow with internal stakeholders or external 3rd parties till resolving any incident/request, and update the concerned customer frequently.
• Report any performance issue appear in the monitoring system to the concerned internal stakeholders or external 3rd parties
• Report about any replication/sync issues or disaster incidents or service’s outage to the concerned internal stakeholders or external 3rd parties
• Attend meetings relevant to products development teams in terms of the published application.
• Coordinate with the internal products development teams in regards to any schedules maintenance arrangement.
• Perform health check on the application level frequently.

Requirements

Education & Experience:

• Bachelor's degree of Engineering, Computer Science or relevant.
• Relevant (4-5) years of relevant experience in SW/DB development/application support role.
  

Technical Skills:

• Solid knowledge in Web Application servers and deployments (Microsoft IIS Web Server).
• Experienced in relational database engines (MS SQL Server) with good experience to write SQL queries.
• Experienced with infrastructure and networking in terms of hosting and deployment.
• Excellent knowledge about monitoring Application Performance (APM) like Elasticsearch with Kibana.
• Acknowledged about SDLC and ITIL (preferably)
• Acknowledged about projects management methodologies (Agile & Scrum) and tools (like Jira) is a plus.
• Acknowledged about Incident/Problem Management, Change Management, and Service Level Management.

Soft Skills:

• Strong Analytical and troubleshooting skills
• Problem-solving attitude
• Innovative thinker
• Strong communication skills
• Excellent attention to details
• Ability to Work Under Pressure