Senior Application Support

Company: Universities of Canada in Egypt –

WebSite: New Cairo, Cairo, Egypt

Job Description:**Senior Application Support Professional: Responsibilities and Accountabilities**

The Senior Application Support Professional is responsible for the resolution of critical, complex, and long-running issues, leadership within the support function, strategic operational contributions, and effective communication with both development and business units.

* **Advanced Technical Expertise and Resolution:** Serves as the ultimate escalation point for intricate incidents beyond the scope of Tier 1/Junior teams, necessitating comprehensive knowledge of application code, architecture, and integrated systems. Leads in-depth root cause analysis (RCA) to identify systemic production flaws by analyzing database performance, application logs, network traffic, and code logic. Executes complex SQL queries and database modifications (under strict change control protocols) to rectify critical data anomalies and uphold production data integrity. Proactively identifies performance bottlenecks and architectural vulnerabilities, developing and implementing monitoring alerts, dashboards, and automated maintenance scripts to mitigate future disruptions.
* **Leadership and Mentorship:** Provides technical mentorship, training, and individualized coaching to junior support personnel (Tier 1), enhancing their technical proficiency and issue resolution capabilities. Champions the creation and maintenance of comprehensive knowledge base articles and runbooks to ensure standardized and efficient resolution procedures. Assumes leadership during major system outages (High Priority/Severity 1 incidents), acting as the primary communication liaison between executive leadership, support teams, and development personnel.
* **Strategic Operations and Process Improvement:** Leads initiatives focused on service improvement, aiming to reduce recurring incidents and overall ticket volume through trend analysis and automation identification. Reviews and approves production changes and deployment plans (patches, new releases) to ensure adherence to operational standards and minimize risk to the production environment. Monitors and reports on key performance indicators (KPIs), such as Mean Time To Resolve (MTTR) and First Call Resolution (FCR), proposing strategic enhancements to achieve or surpass Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Ensures operational readiness for new applications or features through complete documentation, monitoring, and training programs prior to production deployment. Functions as the Subject Matter Expert (SME) during new application or major feature rollouts, verifying the readiness of the operational environment (support model, monitoring, deployment pipelines).
* **Interface with Development and Business:** Proactively documents prevalent user experience challenges and suggests functional enhancements or minor code modifications directly to the development team, serving as a user advocate. Provides technical insights and operational limitations during the planning and requirements gathering stages of new projects. Manages the relationship with third-party application vendors to facilitate timely and effective resolution of escalated issues.

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