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