Application Support Engineer

The Organization and the position

Albatha Automotive Group operates the franchise for BMW Group Brands (BMW, MINI, Rolls Royce), Geely, Budget (renowned car rental service provider), Prime Leasing (privately owned vehicle leasing company), and Pitstop Auto Care and Works (Multi-branch workshop). The group aims to establish top-notch digitally driven ecosystems for its modernization and expansion of the business. We seek an adept and enthusiastic application support specialist to oversee and support the IT systems required for the business.

An Application Support Specialist will play a critical role in ensuring the smooth functioning, availability, and performance of software applications within an organization. The responsibilities will include:

• Troubleshooting and Issue Resolution: Identify, diagnose, and resolve technical issues or incidents related to applications. This involves investigating reported problems, analyzing logs, and applying solutions to restore functionality.
• Technical Support: Provide technical assistance to users or clients experiencing issues with applications. This includes guiding users through troubleshooting steps, resolving queries, and offering assistance via various communication channels.
• Monitoring and Maintenance: Monitor the performance and health of applications through monitoring tools and dashboards. Proactively identify potential issues, bottlenecks, or performance degradation and take corrective actions to maintain system reliability.
• Incident Management: Manage and document incidents following established processes and protocols. This involves logging incidents, prioritizing based on severity, and tracking the resolution process to ensure timely resolution and minimal disruption.
• Documentation and Knowledge Sharing: Maintain detailed documentation of issues, resolutions, and procedures. Share knowledge and create support guides or FAQs to empower users and support colleagues in handling similar issues.
• Collaboration and Coordination: Collaborate with cross-functional teams such as developers, QA, infrastructure, and other support teams to address complex issues, implement fixes, and deploy updates or patches.
• Application Enhancements and Testing: Participate in application enhancements, updates, or releases by testing new functionalities, configurations, or patches to ensure they align with user needs and do not disrupt existing functionality.
• Continuous Improvement: Identify opportunities for process improvements, automation, or optimizations in application support procedures to enhance efficiency, reduce downtime, and improve user experience.
• Compliance and Security: Ensure applications comply with security standards and policies, perform security checks, and address vulnerabilities or risks to maintain data integrity and protect against threats.
• Issue Resolution and Response Time: This KPA measures the specialist's ability to resolve application-related issues efficiently. It includes metrics such as average resolution time, first-call resolution rate, or the percentage of incidents resolved within defined service-level agreements (SLAs).
• Customer Satisfaction: Evaluating user or customer satisfaction is crucial. This KPA might involve collecting feedback through surveys, ratings, or direct interactions to assess the specialist's ability to meet user needs, communicate effectively, and provide satisfactory resolutions to issues.
• Incident Management and Documentation: This area focuses on the specialist's proficiency in properly logging, categorizing, and documenting incidents. It involves maintaining accurate incident records, documenting troubleshooting steps, and ensuring that information is easily accessible for future reference.
• Application Performance Monitoring and Improvement: Monitoring application performance metrics, identifying bottlenecks, and proactively taking measures to enhance performance can be a significant KPA. This includes monitoring system health, identifying areas for improvement, and implementing solutions to optimize application performance.

Qualification:

• Experience in providing application support for enterprise-class businesses.
• The ideal candidate should have automotive dealership experience or experience in the rental and leasing domain.
• 3+ years in application support or IT operations.
• SQL, ERP systems, troubleshooting methodologies.
• Ability to analyze issues and implement solutions effectively.
• Strong communication and teamwork skills.

Please note that only shortlisted candidates will be contacted. Thank you for your interest in joining AGMC.