Application Support Specialist

4 months ago

مصر, Egypt Gilbarco Full time

**JOB TITLE**: Application Support Specialist

**DEPARTMENT**: Centre of Excellence

**REPORTING TO**: Service Delivery Manager

**LOCATION**: Egypt

**ADDITIONAL INFO**:
**PURPOSE OF POSITION**:Deeper analysis for repetitive incidents and perform RCA to resolve problems permanently.

**KEY RESPONSIBILITIES**
- Responsible for the 3rd level support for incidents before reporting to factories.
- Monitoring and responding to open tickets submitted
- Responsible to identify recurrent issues cross all automation systems and find either a temporary fix or a permanent one
- Have a very well understanding for the region/customers’ requirements and the impact of the issues/bugs on their system’s performance
- Be able to debug the code to identify the issue and either fix it on code level directly or reported to the factory if it may cause system design impact
- Develop code fixes for simple and medium complex issues / bugs
- Build communication channels with developers to develop time mannerly permanent fixes for complex issues from developers’ side whenever needed.
- Ensure proper recording, documentation, resolution, and closure of recurrent issues.
- Develop and grow knowledge of Remote Automation Support team members in products and services.
- Build knowledge base for Support teams
- Conduct trainings to Remote Automation Support team to ramp-up their knowledge
- Troubleshoot and escalate alerts that cannot be resolved in an appropriate time
- Prioritize and handle service requests and incidents
- Work closely with Remote Automation Support Manager to identify recurrent issues and work on providing permanent solution

**DELEGATION OF AUTHORITY**

As per Board-approved DOA and as necessary for functions outside the DOA.

**POSITION RELATIONSHIPS**

**Internal**
- Remote Automation Support Teams,
- Technical Support,
- Project Team,
- Solution Architectures,
- Factories, L4
- On-ground team (L3)

**External**
- Customers,
- Distributors

**MEASURES OF PERFORMANCE (INDICATORS)**

***Leading Indicators**
- Shorten resolution time for incidents
- Decrease the number of calls logged at the call centre

**Lagging Indicators**
- Decrease the total number of tickets raised vs total number of operational stations

**PERSONAL QUALIFICATIONS & EXPERIENCE**

**Education/achievements**

**Required**
- Engineering Certificate: (Electrical, Mechatronics, Mechanical, Software, Computer, IT, IT infrastructure).

**Preferred**
- Infield experience for remote support

**Experience/ Knowledge**

**Required**
- 5+ years of experience in Software / Hardware support environments
- Follow support process in multiple production environments and architecture platforms
- Familiar with SLA concept and customer needs
- Excellent written and verbal communication in English, French & Arabic.

**Preferred**
- IT support related certifications (ITIL ver4, MS SQL data analytics, etc )
- HSE Certification (UKPIA, OSHA, etc..)

**Specific Skills**
- Knowledge of operating systems (Windows, Android), Android based devices, and fuel stations software
- SQL knowledge
- Knowledge of standard IT hardware and equipment
- Ability to work with effectively with cross-functional teams and proactivity to maintain the stability of Customer’s software products
- Ability to communicate complex concepts to the people having diverse levels of seniority and technical competence
- Analytical thinking

**ROLE SPECIFIC COMPETENCIES & BEHAVIOURS**

**Customer Driven**
- Gains insight into customer needs.
- Identifies opportunities that benefit the customer.
- Builds and delivers solution that meet customer expectation.
- Establishes and maintains effective customer relationships.

**Collaborative**
- Works cooperatively with others across the organization to achieve shared objectives.
- Represents own interest while being fair to others and their areas.
- Partners with others to get work done.
- Credits others for their contributions and accomplishments.
- Gains trust and support of others.

**Inclusive**
- Seeks to understand different perspectives and cultures.
- Contributes to a work climate where differences are valued and supported.
- Applies others’ diverse experiences, styles, backgrounds, and perspectives to get results.
- Is sensitive to cultural norms, expectations, and ways or communicating.

**Accountable***
- Follows through on commitments and makes sure others do the same.
- Acts with a clear sense of ownership.
- Takes personal responsibility for decisions, actions and failures.
- Establishes clear responsibilities and processes for monitoring work and measuring results.
- Designs feedback loops into work.

**Champions VBS**
- Identifies and creates the processes necessary to get work done.
- Separates and combines activities into efficient workflow.
- Seeks ways to improve processes, from small tweaks to complete reengineering.
- Is a simplifier, focused on cutting through complexity.
- Prioritizes to the critical few - focuses on what matte

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