Application Support System Senior Analyst.Customer and Partner Management

Job Purpose

To provide on time technical application support and problem solving during all operational hours to ensure healthy environment to the company's systems and uninterrupted smooth business operations.

Report To Position Name

Maintain and support the production applications 24*7 to ensure healthy system status.
Solve log and report production problems in timely manner to ensure users and management updates with production problems.
Handle and prioritize trouble tickets (TT) and requests of system users to ensure TTs are solved within their relevant service level agreements (SLAs).
Manage all application administrative functions.
Implement system updates as per the change management process to ensure proper implementation for fixed and new deployment are timely and accurately deployed to production.
Postproduction testing and successful implementation of the applied changes to ensure healthy change implementations.
Develop workarounds and propose long term Solutions for production problems where applicable
to ensure minimum impact on the business for known system problems.
Follow up with Application Development and vendors on open issues in the production
applications to ensure timely fix implementations.
Manage applications users' privileges & Access (through Access Management process) to ensure systems security.
Develop/implement health checks for production problems to ensure proper operation and on-time
alerting.
Provide consulting to system users to work out business complex scenarios to maximize user
awareness and proper system usage.
Analyze repetitive problems, try to find temporary solutions and escalate to the development team or vendor for permanent fix to minimize business impact for chronic problems.
Log users' suggestions and complains.
Study well systems documentations.
Direct users to official channels for reporting issues.
Escalate production environment global issues to direct managers.
Ensure applications changes are followed by the Change Management Process.
Full compliance with IT Security Policy.
Assure of customer data and production information confidentiality.
Provide H/O and support to Back office teams
Responsibilities in IT Application service support Team job specific such as below:
Maintaining and support all Etisalat provisioning cycle E2E from IT node to the technical nodes " GMD/VMD/EMA"
Maintaining and support Etisalat service catalogue "Subscription system" along with KPIs report ,
health checks and automation jobs
Maintaining and support Etisalat prepaid activation system along with contacting the governmental party "CSO"
Maintaining and support Etisalat points Management system "Loyalty" along with their bill cycle activities
Maintaining and support billing on line modules "CMS/BillServ/Fedfact,…" that all etisalat application use it to perform actions on billing
Investigation in all fraud and revenue assurance escalated cases regarding the supported applications

QUALIFICATIONS_ESSENTIAL

University degree in computer science or engineering
Very Good in Arabic & English (Reading, Writing & Oral).
Very Good Communications Skills.
Very Good problem solving and analytical skills
Ability to work under pressure and tight deadlines
Proactive in problem solving and prevention.
Strong trouble shooting and analytical skills
Excellent Computer skills, Advanced MS office and scripting are required.
Experience with large scale systems.
ORACLE environment (RDBMS, Tools and Applications).
Good knowledge of UNIX and Windows Operating systems.
Good knowledge of UNIX shell scripting.
Knowledge for at least 1 applications development tools (Java Development or Object
Oriented programming).

QUALIFICATIONS_DESIRABLE

Ability to communicate with multiple levels of internal and external contacts

Vendor Managment.
Change Managment Awareness.
Service provider oriented

EXPERIENCE_ESSENTIAL

Minimum 7 years of experience in Applications Support or applications Development.

EXPERIENCE_DESIRABLE

ITIL Awareness.
Attended Leadership training.
Presentation skills training.

CERTIFICATIONS_ESSENTIAL