Applications Support Specialist

7 hours ago

Riyadh, Ar Riyāḑ, Saudi Arabia MEDGULF Saudi Arabia Full time

Summary:

To provide advanced technical support and operational excellence for proprietary, business-critical insurance applications. Ensure high availability, performance, and reliability of in-house systems supporting Applications of underwriting, claims, policy administration, and compliance. Act as a primary escalation point for complex issues and drive continuous improvement.

Duties and Responsibilities:

  • Provide first and second-level support for business applications, troubleshooting issues, resolving user queries, and escalating complex problems as needed.
  • Troubleshoot complex technical issues, perform root cause analysis, and implement solutions or coordinate fixes with development teams.
  • Monitor application health and performance to identify and address potential problems proactively.
  • Coordinate with development, infrastructure, and vendor teams to deploy application patches, updates, and configuration changes.
  • Assist in the documentation of system configurations, support procedures, and knowledge base articles to ensure effective knowledge sharing.
  • Support incident management processes by logging, categorizing, prioritizing, and tracking application-related incidents and service requests.
  • Participate in change management activities ensuring minimal disruption during application change releases and maintenance.
  • Collaborate closely with business users to understand their requirements, provide timely updates, and ensure customer satisfaction.
  • Analyze recurring issues to drive permanent fixes through problem management.
  • May train end-users on application enhancements and best practices.
  • Support disaster recovery and business continuity plans related to applications

Minimum Qualifications and Experience:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 1-3 years' experience in L2 application support, preferably for insurance or financial systems.
  • Experience with SQL databases, log analysis tools (e.g., ELK Stack), and API troubleshooting.
  • Knowledge of insurance domains (e.g., policy lifecycle, claims, reinsurance).
  • Proficiency in ITIL processes (Incident, Problem, Change Management).
  • Familiarity with .NET/Java-based enterprise applications is a plus.
  • Experience with DevOps tools (e.g., JIRA, Jenkins) and agile methodologies is a plus.

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