Job Purpose

We are looking for an ambitious, motivated Application Support Specialist to join ICT team. You will be responsible for solving the application and system issues that arise across ICT Etisalat services.

Owning the global outages, services degradation and problem management process, minimizing the adverse impact on the business and preventing reoccurrence of Incidents.

Your scope will cover a many systems/applications noting ICT has a very ambitious roadmap to further enhance the products and applications available across the ICT services.

Ensuring that service level agreements are achieved as set. You will follow the ITIL processes and procedures in order to provide outstanding customer service.

Ensure that customer expectations are exceeded. Responsible for ensuring the services performance by defining metrics/benchmarks and providing services KPIs for internal and external stakeholders.

Report To Position Name

• Follow industry best practice standards to reach an outstanding customer experience, Ensure customer service is timely and accurate on a daily basis.
• Ensure that the business application systems supported by the ICT services are maintained to the highest possible standards with maximum levels of productivity and efficiency.
• Delivery, with the full ownership and responsibility of, the Etisalat ICT services issues, to agreed SLA performance levels.
• Detect any performance degradation at ICT services, anticipate any global outage and apply corrective and preventive actions.
• Full ownership and responsibility of services global outage/hazard/performance degradation, to provide a timely solution/workaround, ensuring restoring the services performance ASAP.
• The post holder will be required to respond to out-of-hours application support requests.
• Interact with external 3rd party vendors to trouble shoot and resolve complex problems.
• Driving root cause analysis and implementing solutions to prevent recurring problems/events.
• Improve application functionality and performance and provide suggestions for system and business improvements.
• Analyze user processes and produce data and process flow diagrams as well as reports and recommendations for improvements.
• Ensuring all services related technical documents are updated/shared and saved among the support teams.
• Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
• Provide comprehensive ad-hoc and monthly reports on product support issues and bugs raised to the vendors.