Senior Application Support Specialist

Role Summary

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.

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.