Sr Applications Support
Sheraton, Cairo
Sr Applications Support
Sheraton, CairoPosted 30 days ago56Applicants for3 open positions
- 32Viewed
- 8In Consideration
- 24Not Selected
Job Details
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Job Description
- Role Summary
- The Senior Associate – Application Support is responsible for assisting users in troubleshooting software and hardware-related issues. They evaluate user requirements, resolve technical problems, and collaborate with engineering and IT teams to deliver solutions via phone, email, remote connection, or onsite visits. This role involves direct communication with clients and users experiencing difficulties with the company's systems, offering support through structured guidance and contributing to the creation and improvement of troubleshooting procedures.
- Primary Responsibilities
- User & Client Support
- Respond to user and client issues related to software and hardware usage.
- Guide users through troubleshooting steps to resolve issues effectively.
- Ensure clear and professional communication with clients regarding updates and resolutions.
- Incident Management & Escalations
- Handle support escalations from Level 1, resolving complex technical issues with minimal escalation to L3 teams.
- Use Remedy (or relevant ticketing tools) to log service calls and maintain accurate records.
- Provide hands-on support for Operations and Settlement systems.
- System Monitoring & Batch Support
- Perform regular health checks at the start and end of each business day.
- Monitor systems and applications, identifying and addressing issues proactively.
- Provide batch job support and respond to system alerts.
- Deployment & Documentation
- Deploy code, configuration changes, and releases into pre-production and production environments.
- Create, update, and maintain production support documentation.
- Use standardized support tools and processes across the team.
- Process Improvement & Adaptation
- Analyze recurring issues and contribute to preventive measures.
- Participate in the continuous improvement of support procedures and troubleshooting guides.
- Install and troubleshoot mainframe hardware/software when required.
- Document support processes and troubleshooting procedures in SharePoint.
- Client Engagement & Communication
- Manage client expectations and provide business-friendly updates.
- Ensure timely resolution of issues in line with SLAs, enhancing client satisfaction.
- Assist users in understanding technical documentation and terminology.
- Compliance & Risk Management
- Adhere to professional ethics, compliance, and risk management policies.
- Ensure secure and compliant operations of support activities.
Job Requirements
- Education & Experience
- Bachelor’s degree in Business Management, Computer Science, Healthcare Administration, or a related field.
- Minimum of 3+ years’ experience in business requirements analysis, process modeling, functional systems design/configuration, or acceptance testing.
- Equivalent combinations of education and relevant experience will be considered.
- Technical Skills
- Strong database knowledge: SQL, Sybase, Oracle.
- Basic programming knowledge in Java or C++ is a plus.
- Hands-on IT support experience with knowledge of Middle Office systems and Settlement systems.
- Experience with cross-platform software installation and testing procedures.
- Proficient in multimedia workstation configuration on Windows OS, and familiarity with peripherals like printers and scanners.
- Exposure to monitoring software and experience maintaining/improving rule bases.
- Software & Tools
- Skilled in maintaining PC and network systems using word processing, spreadsheets, database management, communications, programming, and systems software.
- Strong understanding of Microsoft operating systems, from DOS through Windows 10.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), with advanced skills in Excel, Visio, and PowerPoint.
- Familiarity with business analysis tools is an asset.
- Communication & Interpersonal Skills
- Excellent oral and written communication skills.
- Able to present complex technical information to both technical and non-technical audiences.
- Strong analytical thinking and problem-solving capabilities.
- Preferred
- Experience working in a functional or technical support role within an investment banking environment is desirable.
