Senior Technician Application Operations Support

Role Overview

Senior Technician Application Operations Support at du, a UAE-based telecommunications company operating in the United Arab Emirates.

Company Overview

du is the UAE's second licensed telecommunications operator, founded in 2005 as part of Emirates Integrated Telecommunications Company PJSC. The company operates under two brands: du (launched in 2007) and Virgin Mobile (launched September 2017). du is listed on the Dubai Financial Market and is committed to delivering great customer experiences by creating meaningful connections between brands and their customers.

Role Purpose

This role oversees the team responsible for maintaining, troubleshooting, and optimizing the company's applications and software systems. The position ensures smooth operation of applications and provides technical support to internal users and external clients. The role also manages technical solution proposals for Big Data, Data Lake, and Web Applications solutions, with focus on Big Data Engineering, data system development, optimization, and oversight of scalable, real-time, high-performing data lake infrastructure.

Key Responsibilities

Team Management

• Lead and manage a team of applications support analysts, providing guidance, mentorship, and performance evaluations.
• Foster a collaborative and productive team environment, promoting professional development and knowledge sharing.
• Provide technical mentorship and guidance to junior team members.
• Guide technical implementation teams on approach and technical functions during project deployment.

Applications Solutions

• Contribute to RFI and RFP for individual products and end-to-end solutions.
• Manage technical discussion meetings to gather required information for Technical Design Specification creation.
• Ensure client requirements are correctly addressed in provided solutions.
• Analyze, design, and implement software solutions of varying complexity, including server-side and middleware.
• Design and implement effective solutions and models to store and retrieve client data.
• Manage technical solution proposals for small, medium, and large opportunities encompassing Big Data, Data Lake, and Web Applications solutions.

Application Maintenance and Support

• Ensure the availability, performance, and stability of applications and software systems.
• Oversee the resolution of application-related incidents, problems, and service requests, ensuring timely and effective responses.
• Collaborate with cross-functional teams including development, infrastructure, quality assurance, database, and business intelligence teams.
• Install and organize information systems to guarantee data lake functionality.
• Manage vendors and extract relevant information for knowledge transfer.
• Conduct knowledge transfer sessions for deployment projects, technologies, and solutions.
• Guarantee high data quality and availability across teams.

Application Troubleshooting and Problem Solving

• Investigate and analyze complex application issues, identifying root causes and implementing appropriate solutions.
• Develop and maintain troubleshooting guides, knowledge bases, and standard operating procedures.
• Provide escalation support for critical application incidents and act as point of contact for senior management.
• Monitor system performance by performing regular tests, troubleshooting, and integrating new features.
• Support existing software including development of enhancements, defect resolution, performance issue determination and resolution, debugging, upgrading, deployment, and migration.

Application Optimization and Enhancements

• Collaborate with business stakeholders to identify opportunities for application improvements, performance enhancements, and feature enhancements.
• Participate in planning and implementation of application upgrades, patches, and migrations, ensuring minimal disruption to business operations.
• Oversee migration of data from legacy systems to new solutions.
• Recommend solutions to improve new and existing database systems.
• Develop, optimize, and oversee conceptual and logical data systems products and their architecture, design, and development.
• Design large, scaled-out, real-time, high-performing, multi-tenant Data Lake Infrastructure.
• Design Industrial Solutions to leverage data effectively for clients' data ingestion and stream processing.

Relationship Management

• Establish and maintain strong working relationships with internal users, business units, and external clients.
• Understand application support needs and expectations of stakeholders.
• Serve as liaison between applications support team and other departments.
• Facilitate effective communication and coordination across teams.

Qualifications & Experience

• BSc, B.E, or M.C.A qualification.
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proven experience managing a team of application support analysts.
• In-depth knowledge of application support best practices, ITIL framework, and incident management processes.

Skills & Competencies

• Strong technical proficiency in troubleshooting, maintaining, and supporting enterprise applications and software systems.
• Experience with Big Data, Data Analytics, databases, SQL, and scripting languages.
• Experience with application monitoring tools.

Additional Information

• Applicants will need to complete an AI-based chat interview as part of the application process; the interview is not timed but should be completed within a reasonable period.