Applications Technical Support Lead

4 days ago

Cairo, Cairo, Egypt Beetleware Full time

Job Summary:

The Applications Technical Support Lead is responsible for overseeing the day-to-day technical support operations for enterprise and business applications. This role ensures the stability, performance, and availability of applications by managing incidents, troubleshooting complex issues, and leading a team of technical support engineers. The lead acts as the primary escalation point for application-related problems and collaborates closely with development, infrastructure, and business teams to drive resolution and service improvement.

Key Responsibilities:

Leadership & Supervision:

  • Lead and mentor a team of application support engineers and specialists.
  • Prioritize and assign support tasks, ensuring timely resolution of incidents and service requests.
  • Conduct regular performance reviews, knowledge sharing sessions, and training for team members.

Technical Support & Incident Management:

  • Oversee the monitoring, maintenance, and troubleshooting of business-critical applications.
  • Serve as the top escalation point for complex technical issues.
  • Perform root cause analysis (RCA) and ensure permanent solutions are implemented.
  • Manage service-level agreements (SLAs) to meet uptime and performance targets.

Application Administration & Maintenance:

  • Ensure smooth operation, upgrades, and patching of application systems.
  • Work with development and infrastructure teams to deploy new releases and updates.
  • Manage configurations, integrations, and environment stability for applications.

Process & Continuous Improvement:

  • Develop and maintain standard operating procedures (SOPs) and knowledge base documentation.
  • Identify recurring issues and drive automation or preventive measures.
  • Contribute to improving ITIL-based support processes (Incident, Problem, Change Management).

Stakeholder Collaboration:

  • Act as a liaison between business users, developers, and IT operations.
  • Communicate effectively with internal teams and external vendors to ensure seamless application performance.
  • Participate in planning and implementing new systems or application enhancements.

Qualifications & Requirements:

Education:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Relevant certifications (e.g., ITIL, Microsoft, Oracle, or application-specific) are an advantage.

Experience:

  • 5+ years of experience in application support or IT operations, with at least 2 years in a lead or supervisory role.
  • Strong background in troubleshooting web, cloud, and enterprise applications.
  • Experience with ticketing systems (e.g., Jira, ServiceNow) and monitoring tools.
  • Familiarity with databases (SQL, Oracle), APIs, integrations, and system architecture.

Skills:

  • Excellent problem-solving and analytical abilities.
  • Strong leadership and communication skills.
  • Ability to work under pressure and manage multiple priorities.
  • Understanding of ITIL framework and SDLC processes.

Key Competencies:

  • Customer-focused and service-oriented mindset.
  • Strong technical acumen and attention to detail.
  • Collaboration and team management.
  • Accountability and a continuous improvement attitude.

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