Application Support Lead

No of Positions

Role Overview

The Application Support Lead is responsible for ensuring stability, reliability, and performance of mission-critical trade and customs systems. This role leads 1 and/or 2 levels of support operations, manages incidents and problems in line with ITIL standards, and coordinates with development, DevOps, and security teams to ensure continuous service availability and compliance with regulatory and organizational standards.

Key Responsibilities

• Application Support & Operations

o Lead end-to-end support operations for the Application, ensuring continuous uptime and adherence to SLAs.

o Handle Level 2 and Level 3 incidents, coordinating with development, infrastructure, and database teams for timely resolution.

o Monitor system health, performance, and transaction flows using application monitoring tools.

• Team Leadership & Mentorship

o Lead, mentor, and coach a team of application support engineers, ensuring high-quality service delivery.

o Assign responsibilities, plan shift schedules, and ensure adequate coverage during critical operations.

o Promote knowledge sharing, root-cause analysis, and continuous learning within the team.

o Foster a proactive, service-oriented culture within the support team, ensuring timely escalations and effective cross-team communication.

• Incident & Problem Management

No of Positions

Role Overview

The Application Support Lead is responsible for ensuring stability, reliability, and performance of mission-critical trade and customs systems. This role leads 1 and/or 2 levels of support operations, manages incidents and problems in line with ITIL standards, and coordinates with development, DevOps, and security teams to ensure continuous service availability and compliance with regulatory and organizational standards.

Key Responsibilities

• Application Support & Operations

o Lead end-to-end support operations for the Application, ensuring continuous uptime and adherence to SLAs.

o Handle Level 2 and Level 3 incidents, coordinating with development, infrastructure, and database teams for timely resolution.

o Monitor system health, performance, and transaction flows using application monitoring tools.

• Team Leadership & Mentorship

o Lead, mentor, and coach a team of application support engineers, ensuring high-quality service delivery.

o Assign responsibilities, plan shift schedules, and ensure adequate coverage during critical operations.

o Promote knowledge sharing, root-cause analysis, and continuous learning within the team.

o Foster a proactive, service-oriented culture within the support team, ensuring timely escalations and effective cross-team communication.

• Incident & Problem Management

Qualifications & Experience

• Bachelor's or Master's degree in Computer Science, Information Systems, or a related field.

• years of experience in application support or system administration, including 4+ years in a leadership capacity.

• Experience working in Agile or hybrid delivery environments is an advantage

• Experience supporting or maintaining supply chain  or Trade Facilitation Applications is highly preferred.

• Knowledge of SQL (queries, ...) and experience with enterprise monitoring tools

• Understanding of API integrations, network connectivity, and security protocols.

• Exposure to incidents and change management tools (ServiceNow, JIRA, or similar).

• Knowledge of cloud-hosted environments (Azure/AWS) is a plus.

• ITIL Foundation or Intermediate Certification (Incident/Problem Management focus) is Preferred.

• Database or System Administration certifications are preferred.

• Strong leadership and mentoring capabilities.

• Analytical and structured problem-solving mindset.

• Excellent communication and stakeholder management skills.

• Ability to work under pressure in high-availability environments.

• Excellent written and verbal communication skills in English and Arabic.

Expectations

• Ensure operational excellence and proactive system monitoring.

• Maintain high-quality documentation and continuous knowledge sharing.

Build a culture of accountability, responsiveness, and teamwork within the support function.

• Collaborate effectively across development, QA, and security teams to drive service reliability.

• Demonstrate professionalism, adaptability, and ownership during critical system operations.

If you are an experienced Application Support Lead passionate about system stability, team leadership, and delivering world-class support for mission-critical applications, we'd like to hear from you.

•
•  Benefits offered: Individual medical insurance, social insurance, and transportation from designated pickup points (for Sokhna)

•
•  Travel requirements: Currently based in Maadi, but you must be open to relocating or traveling to Sokhna once required

•
•  Work location and model: Onsite (primarily Maadi, with possible work from Sokhna)

•
•  Residential location preference: Preferably Cairo

• Fluency in English is a must as they will be dealing with suppliers all over the world.