Application Support Engineer

Albatha Automotive Group operates the franchise for BMW Group Brands (BMW, MINI, RollsRoyce), 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.

Role, Responsibilities and Key Accountabilities:

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.

Qualifications/Requirements:

Educational Background: A bachelor's degree in computer science, information technology, software engineering, or a related field.

Technical Expertise: Proficiency in various programming languages, low-code/no-code platforms, full-stack technologies, software development methodologies, and frameworks.

Industry Knowledge: Good understanding of the automotive dealer and distribution industry, understanding the challenges and requirements specific to this sector, is advantageous.

Problem-solving Skills: Ability to analyze complex problems, identify solutions, and implement solutions.

Communication and Collaboration: Good communication skills to interact effectively with stakeholders.

Experience:

• The right candidate will have 4+ years of experience in the software development cycle, with multiple complex project implementations.
• 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.

Thank you for your interest in joining us! Please note only shortlisted candidates will be contacted!