Application Support Manager

2 weeks ago


مصر, Egypt CIT VeriCash Full time

**Purpose of the job**

As an Application Support Manager, you will manage the performance of the Product Support Team, and ensure that Service Level Agreements are achieved as set by the business. You will ensure the support staff follows ITIL processes and procedures to provide outstanding customer service at all times. In addition to this, they will work very closely with the in-house development teams; meeting regularly with the Product Owners and Product Managers to understand and communicate new features to the wider business and to continually improve process flows between Support and Development teams.

**Accountabilities and Duties**
- Track and report on metrics for tickets assigned to and handled by the Application Support team and also on system performance and behavior.
- Serve as a point of escalation for customer incidents; ensuring the appropriate members are engaged for timely action and proper traction.
- Lead and triage incidents and service requests assigned to team queues in JIRA.
- Track the progress of assigned tickets with a focus on meeting delivery deadlines and SLAs.
- Build and manage the IT Application Support Teams roadmap.
- Explore the tools and automation required to ensure team productivity and efficiency.
- Evaluate overall performance by gathering, analyzing, and interpreting data and metrics.
- Understand the process of infrastructure deployment and disaster recovery management.
- Represent the teams in various forums, such as meetings, project teams, and operational calls.
- Enhance ongoing operations by fully leveraging current resources and leading process improvement initiatives.

**Key Results Areas**
- Team development and retention
- Timely met customer requirements
- Trainings for the teams conducted on a periodic and efficient manner
- Goals set are achieved by team work
- 100% utilization of resources ensuring improved processes
- Best practices documented to be followed by team to ensure team development
- All policies implemented

**Experience and Qualifications Required**:

- Bachelors degree in Information Technology or equivalent
- At least 12 years of experience in IT field with 5 years at least managing people in production support or mission critical products / environments
- Strong business results orientation to understand business needs and deliver value and high-quality results;
- Strong problem-solving skills and experience performing cause and effect analysis;
- Must be well-organized and able to work on and manage multiple concurrent projects;
- Strong analytical, interpersonal and communication skills;
- Knowledge in Tomcat, JBOSS, Mule and System administration is a great PLUS
- Excellent English language is a must.

**Competencies Required**:

- Technical Expertise
- Decision Making
- Quality Oriented
- Time Management
- Workload and Stress Management
- Analytical Thinking
- Problem solving
- Conceptual thinking
- Presentation



  • مصر, Egypt Giza Systems EG Full time

    The WebLogic Database Administrator (DBA) will be responsible for the design, implementation, maintenance, and performance tuning of WebLogic Server environments and associated databases. - Work with team members to resolve more complex or cross technology incidents. - Resolve most technical incidents independently within technical area. **Personal...


  • مصر, Egypt Etisalat Egypt Full time

    **Application Support System Analyst.Customer and Partner Management** **-** **(** **230000Q0** **)** **Description** **Job Purpose** **Report To Position Name** **Qualifications** **QUALIFICATIONS_ESSENTIAL** - Bsc. In Computer Science or equivalent related degree. - Excellent Computer skills, Advanced MS office and scripting are required. - Very Good...


  • 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...


  • مصر, Egypt Etisalat Egypt Full time

    **Application Support System Senior Analyst.Customer and Partner Management** **-** **(** **230001MD** **)** **Description** **Job Purpose** **Report To Position Name** Solve log and report production problems in timely manner to ensure users and management updates with production problems. Handle and prioritize trouble tickets (TT) and requests of...


  • مصر, Egypt Etisalat Egypt Full time

    **Application Support System Senior Analyst.Customer and Partner Management** **-** **(** **21001BGW** **)** **Description** **Job Purpose** **Report To Position Name** Solve log and report production problems in timely manner to ensure users and management updates with production problems. Handle and prioritize trouble tickets (TT) and requests of...


  • مصر, Egypt Areeb Technology Full time

    Responsibilities include: - Managing IT Assets, IT tools credentials and Security. - Dealing with IT related vendors. - Explore different IT tools and generate recommendation based on required usage - Providing technical support to teams within the organisation, and to external clients when required - Assisting with systems integrations - Maintaining and...


  • مصر, Egypt Giza Systems EG Full time

    The PostgreSQL Database Administrator (DBA) will be responsible for the operations, implementation, maintenance, and performance tuning of PostgreSQL database systems. - Resolve most technical incidents independently within technical area. **Personal Skills**: - Excellent communication and interpersonal skills. - Excellent technical report skills. - Very...


  • مصر, Egypt Henkel Full time

    At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of 50,000 pioneers around the globe. The teams in our corporate functions enable the best in our dynamic businesses and in our people to maximize our...


  • مصر, Egypt Orange Business Services Full time

    **About the role**: **Senior Application Support and Cloud Operations Engineer** **Mission**: Within the MAC team, the scope of this senior job is to ensure the following tasks on a 24x7 basis (on-call basis): **Technical responsibilities**: - Handle, diagnose and route in real-time incoming trouble tickets - Responsible for 2nd level technical support and...


  • مصر, Egypt Orange Full time

    **votre rôle**: **Application Support and Cloud Operations Engineer** **Mission**: **Key tasks and responsibilities**: Within the MAC team, the scope of this job is to ensure the following tasks on a 24x7 basis (on-call basis): **Technical responsibilities**: - Handle, diagnose and route in real-time incoming trouble tickets - Execute changes and task...


  • مصر, Egypt Rashideen Egypt for Trade Full time

    Familiar with sales cycle - Support all users on SAP SD, PM, LE modules - Maintain master data on SAP for SD, PM modules Job Requirements *SAP experienced 1 year in SD & PM module* Bachelor degree (Computer science or Commerce with IT background ) Excellent communication and problem-solving skills Multi-tasking abilityGive needed support in all reporting...

  • Finance Administrator

    4 weeks ago


    مصر, Egypt Touch Support Full time

    **Finance Administrator** Required work experience: not required Full-time, remote work **Who are we?** Touch Support is a multinational Business Process Optimization company based in the United States. We have over 400 employees in the United States and Europe, and we are rapidly expanding our Account receivables and Account payable teams to work with...


  • مصر, Egypt Giza Systems EG Full time

    The Senior Oracle DBA with OEM expertise is responsible for the operations, implementation, maintenance, and performance tuning of Oracle database systems across the organization. - This role involves utilizing Oracle Enterprise Manager extensively for monitoring, management, and administration tasks.Resolve most technical incidents independently within...


  • مصر, Egypt CIT VeriCash Full time

    **Purpose of the job** **Accountabilities and Duties** - Providing front-end support and resolution to clients issues and escalations. - Troubleshoot production issues till reaching root cause in a timely manners **Key Results Areas** - Team development and retention - Timely met customer requirements - Goals set are achieved by team work - 100%...


  • مصر, Egypt Orange Business Services Full time

    **About the role**: Mission / role purpose Primary mission is to provide Level 2 support to the LDM team & LDM team manager, interfacing with ODM/ /Account/PM teams in order to drive and continuously improve the delivery performance of country terminating orders. 1st level of escalation in the cluster. The Exception Support Manager (ESM) will work in...


  • مصر, Egypt SSC Egypt Full time

    Collaborates with team members to document incident resolution in the shared knowledge base. - Report major incidents within the agreed OLA to the incident management team when required. **Requirements**: - 0-2 years experience in IT. - Bachelor’s degree in Computer Science or similar. - Very good command of written and spoken the English language. -...


  • مصر, Egypt Coptic Orphans Full time

    **Application Development Manager, Egypt** **Purpose of the Job** **Essential Functions and Responsibilities** - Oversee team of Web/Mobile/UI&UX technology professionals through guiding, mentoring, setting goals, and evaluating their performance. - Guides his teams on technology strategy related to coding practices, continuous integration, and automated...


  • مصر, Egypt Giza Systems EG Full time

    Identifying and fixing the operational issues that staff face daily. - Process standardization and proper alignment within the respective area or domain within the business. - Supervising, monitoring, and documenting business processes as per requirement. - Revising documentation of the respective domain and finding out the gaps. - Ensuring that all business...


  • مصر, Egypt Siemens Digital Industries Software Full time

    Siemens Digital Industries Software - Where today meets tomorrow. Let's make the difference together! **Meet the team - Video** Siemens DISW is a global technology powerhouse. With some of the best-known brands in the world, Siemens has stood for engineering excellence, innovation, quality, and reliability for more than 165 years. We're looking for a...


  • مصر, Egypt 00E1 - Grifols Egypt Plasma Der Full time

    Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and...