Job Description

Roles & Responsibilities

We are hiring a Senior Application Support Specialist to provide L2/L3 application support across the client's Information Systems Department enterprise applications portfolio. The role owns escalated incidents, problem management, and continuous service improvement on mission-critical platforms used across infrastructure, finance, and operations.

Key Responsibilities

• Provide L2/L3 support across enterprise applications (ERP, EDMS, CRM, custom .NET/Java apps).
• Triage and resolve complex application incidents within SLA, including database-level troubleshooting.
• Drive root cause analysis and problem records to closure.
• Develop and maintain runbooks, knowledge base articles, and operational documentation.
• Coordinate with vendors for L4 support and software defect resolution.
• Author and execute SQL queries to investigate data and configuration issues.
• Support major change implementations, deployments, and patching activities.
• Work with infrastructure and security teams on cross-functional incidents.
• Own the application monitoring and alerting framework.

Desired Candidate Profile

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related discipline.
• 8+ years in application support, with 3+ at L2/L3 level on enterprise platforms.
• Strong SQL skills (Oracle PL/SQL or T-SQL) for production troubleshooting.
• Hands-on with at least two enterprise platforms ERP (Oracle EBS/Fusion, SAP, Microsoft Dynamics), EDMS (OpenText, FileNet, SharePoint), or comparable.
• ITIL v4 Foundation certification.
• Experience with ITSM tooling (ServiceNow, BMC Helix, ManageEngine).
• Native or fluent Arabic AND professional English preferred (not mandatory).

Preferred / Nice to Have

• ITIL v4 Intermediate / Practitioner.
• Oracle DBA OCP or Microsoft DP-300 / equivalent DBA credential.
• Prior experience in Qatar government or large public-sector enterprise.
• Working knowledge of Java, .NET, or Python for log analysis and scripting.
• Application monitoring (Dynatrace, AppDynamics, New Relic) hands-on.