Application Support Analyst - IT

Role Overview

Application Support Analyst - IT at Wynn Al Marjan Island, located in Ras Al Khaimah, UAE.

Company Overview

Wynn Al Marjan Island will be the first integrated resort in the UAE, set to open in 2027, located 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah. The resort will offer 1,530 rooms and suites, 22 restaurants, lounges, and bars, a theater, and a beach club. It will feature multiple swimming and wading pools, a five-star spa, a salon, a shopping promenade, and a celebrations and events center.

Role Purpose

The Application Support Analyst joins the IT Administration Team to provide comprehensive technical support and oversight for assigned business applications and services, ensuring maximum system uptime, resolving incidents promptly, and collaborating with multiple teams to maintain service quality and drive business value.

Key Responsibilities

Incident & Problem Management

• Provide on-call support for business process owners.
• Oversee problem management process to ensure maximum system uptime.
• Work hands-on to ensure incidents and service outages are resolved in a timely manner.
• Perform level 3 technical troubleshooting for all assigned services.
• Participate in lab tests and simulations to identify problems and test fixes, patches, and upgrades.

Service Oversight & Maintenance

• Oversee all aspects of assigned services, from the systems used to access each service to the back-end servers.
• Monitor maintenance activities, ensuring the quality and integrity of the systems.
• Collaborate with multiple IT departments to maintain the required system uptime.

Communication & Stakeholder Management

• Communicate regularly with business owners about service-related issues.
• Proactive communication with business owners regarding all aspects of their technology requests.
• Assist users in gathering and documenting requirements.

Collaboration & Process Improvement

• Collaborate with development, first- and second-level support, and engineering teams to design and refine processes, procedures, and delivery mechanisms.
• Coordinate activities related to minor technology projects for an assigned business unit.

Testing & Documentation

• Participate in testing basic system functionality before handing the system over to the business for further testing.
• Create and maintain support documentation.
• Ensure that system and issue documentation is available, accurate, and up to date.

Project Support

• Coordinate activities related to minor project deliverables.
• Assist in project management activities, including task tracking, timeline monitoring, and status reporting.

Strategic Application Management

• Understand how to leverage applications for competitive advantage.

Qualifications & Experience

• Bachelor's degree in computer science, business administration, engineering, or a related discipline with an information technology focus is preferred.
• Two to four years of progressively responsible, broad-based information systems and business experience is preferred.
• Experience in software support, including application troubleshooting and testing, is highly desirable, ideally combined with two or more years of customer service experience.
• At least one year of business-unit experience, with a demonstrated sensitivity and commitment to solving business problems.
• Hands-on experience supporting Windows-based enterprise application environments.
• Knowledge of Windows Server environments, IIS, and SQL Server.
• Relevant technology certifications are an advantage.

Skills & Competencies

• Strong technical skills, including knowledge of application development and support methodologies.
• Ability to resolve problems quickly and thoroughly.
• Demonstrated ability to gather requirements and perform analysis.
• Skilled at managing multiple priorities.
• Excellent verbal and written communication skills, with a strong team orientation.
• Strong communication and customer service skills.
• Demonstrated ability to lead, follow direction, and collaborate effectively.
• Demonstrated ability to work independently with minimal supervision.
• A team player with a desire to learn.

Additional Information

• Salary paid in Dirhams (AED), the local currency of the UAE.
• Excellent leave policy.
• Healthcare package.
• Incentive programs.
• Additional employee benefits.