Location: Dual Attendance (Zahraa Maadi & Ain Sokhna) Employment Type: Full-Time
Role Overview:
The Application Support Lead is responsible for ensuring the stability, reliability, and performance of mission-critical trade and customs systems. This role leads Level 1 and Level 2 support operations, manages incidents and problems in line with ITIL standards, and coordinates with development, Dev Ops, and security teams to ensure continuous service availability and compliance with regulatory and organizational standards.
Key Responsibilities:
Lead end-to-end support operations for the application, ensuring continuous uptime and adherence to Service Level Agreements (SLAs). Handle Level 2 and Level 3 incidents, coordinating effectively with development, infrastructure, and database teams for timely resolution. Monitor system health, performance, and transaction flows utilizing enterprise application monitoring tools. Lead, mentor, and coach a team of application support engineers to ensure high-quality service delivery. Assign responsibilities, manage shift schedules, and ensure adequate coverage during critical operational periods. Promote knowledge sharing, root-cause analysis (RCA), and continuous learning within the team. Foster a proactive, service-oriented culture, ensuring timely escalations and effective cross-team communication. Manage incident logging, prioritization, and resolution in strict accordance with ITIL best practices. Conduct comprehensive root-cause analysis for recurring issues and propose preventive operational actions. Generate and present performance and incident reports for management and key stakeholders. Collaborate with development, QA, and Dev Ops teams to plan and deploy patches, enhancements, and system releases. Ensure all changes are thoroughly tested, documented, and communicated prior to production rollout. Support deployment readiness, execute rollback plans when necessary, and conduct post-deployment validation. Partner with the information security team to assess vulnerabilities and implement necessary remediations. Maintain audit logs and system documentation in strict alignment with regulatory and organizational standards. Provide scheduled updates on system performance, incident resolution statuses, and planned maintenance windows. Facilitate coordination between operational and business units to ensure smooth service continuity. Develop and maintain comprehensive user manuals, troubleshooting guides, and FAQs. Conduct internal training sessions for support teams and end-users regarding new features or system updates. Analyse performance metrics and identify strategic areas for process or system optimization. Recommend architectural or process improvements to enhance system throughput, data accuracy, and the overall end-user experience.
Qualifications & Experience:
Bachelor’s or master’s degree in computer science, Information Systems, or a closely related field.8+ years of professional experience in application support or system administration, including a minimum of 2+ years in a leadership or managerial capacity. Strong background in supporting or maintaining supply chain or trade facilitation applications is highly preferred. Demonstrated knowledge of SQL (query writing, database management) and hands-on experience with enterprise monitoring tools. Solid understanding of API integrations, network connectivity, and security protocols. Practical exposure to incident and change management platforms (e.g., Service Now, JIRA). Experience working in Agile or hybrid delivery environments is advantageous. Knowledge of cloud-hosted environments (Azure/AWS) is a plus. ITIL Foundation or Intermediate Certification (focusing on Incident/Problem Management) is highly preferred. Relevant Database or System Administration certifications are preferred. Strong leadership, analytical, and structured problem-solving capabilities. Ability to perform under pressure in high-availability, mission-critical environments. Excellent written and verbal communication skills in both English and Arabic.