IT Application Support - Arabic Speaker only

Position Summary

Application Support & Incident Management

• Serve as the primary escalation point for complex application incidents and service requests.
• Diagnose, troubleshoot, and resolve application issues within defined SLA timeframes.
• Monitor application performance and proactively identify potential issues before they impact users.
• Maintain detailed incident logs, root cause analyses, and resolution documentation.
• Coordinate with development, infrastructure, and vendor teams for timely issue resolution.

Technical Development & Maintenance

• Develop and maintain basic C# scripts and utilities to support application functionality and automation.
• Write and maintain MS SQL queries and views to support reporting and business operations.
• Assist in application configuration, patching, and upgrade activities on-premises.
• Support integration testing and deployment activities in collaboration with project teams.

Business Systems Support

• Provide functional and technical support for MS Dynamics (ERP/CRM) modules where applicable.
• Liaise with end-users to gather requirements and translate them into actionable support solutions.
• Support onboarding of new users, including training and access provisioning.

Agile & Devops Collaboration

• Actively participate in Scrum ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Use MS DevOps (Azure DevOps on-prem / TFS) to manage work items, track incidents, log bugs, and monitor release pipelines.
• Collaborate with development teams following Agile principles to ensure support tasks are aligned with sprint goals.
• Contribute to backlog refinement by raising and documenting support-driven improvement items.

Process & Continuous Improvement

• Follow and promote ITIL best practices across incident, problem, change, and request management processes.
• Contribute to the development and maintenance of knowledge base articles and SOPs.
• Participate in CAB (Change Advisory Board) meetings and ensure changes follow the approved process.

Education

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant Microsoft or ITIL certifications are an advantage.

Experience

• Minimum 3 years of hands-on experience in application support or a similar IT operations role.
• Proven experience working within GCC-based organizations or supporting GCC regional operations.
• Demonstrated ability to support enterprise-grade Microsoft-based business applications in an on-premises environment.

Technical Skills – Microsoft Stack (On-Premises)

• **C# – Basic to intermediate skills for scripting, support automation, and minor application enhancements.**
• **MS SQL Server – Proficient in writing SQL queries and creating views to support business reporting and data validation.**
• **MS Dynamics (Advantage) – Familiarity with Microsoft Dynamics 365 or Dynamics AX/NAV (on-prem) is a significant advantage.**
• **MS DevOps / TFS – Hands-on experience using Azure DevOps Server or Team Foundation Server for work item tracking, sprint management, and release oversight.**
• Windows Server – Working knowledge of Windows Server environments, IIS, and on-premises application hosting.
• Microsoft 365 – Familiarity with on-premises or hybrid Microsoft 365 services including Exchange and SharePoint.

Methodology & Frameworks

• Scrum – Familiarity with Scrum methodology and active participation in sprint-based delivery teams.
• Agile – Understanding of Agile principles and their application in a support and delivery context.
• ITIL (Advantage) – Knowledge of ITIL Foundation v3 or v4 service management practices is a strong advantage.