Sr Technical Support Engineer Arabic speakers preferred

• Maintain contacts with customers and user departments to collect feedback and requirements for improvements of existing services and communicate progress.
  
• Evaluate user requirements in coordination with vendors for systems analysts and programmers and conduct impact analysis.
  
• Maintain an overall requirements profile for future actions and plan the systems version accordingly in coordination with vendors and programmers.
  
• Coordinate with technical and business staff from other government organizations for business analysis and systems support as required.
  

Coordinate with the vendor development team and systems analysts for the implementation of the requirements.

Fully understand functionality of systems and be able to judge the impact of business requirements on the system design and architecture.

Conduct Work Flow Modelling and workshops using various BPM engines and mechanisms

Conduct Process Modelling techniques using various process modelling methodologies.

Usage of Visio or any other process modelling tool.

Provide business solutions by investigating without drastic impact on existing functionality of applications.

Evaluate client Responses and Vendor proposed solutions.

Manage projects pertaining to applications development enhancement and maintenance.

Use MS Project or any other planning tool for activity planning.

Manage Application Support Team and ensure all obstacles hindering the team from performing highly are eliminated.

Evaluate bugs severity user requirements of immediate actions and future systems improvements.

Maintain uptodate information about all applications including their platform technology servers details support contract vendor and details and ensure their information is maintained in the System Architect tool.

Create modify and maintain Application Support Process based changing business requirements.

Support more than 10 applications of medium complexity and more than 4 applications of high complexity whose users are external customers and internal staff (as per the definition of complexity defined in the end of this Job description).

Handle internal users and customers with professional skills to achieve high level of satisfaction for IT services.

Ensure that the software systems are running smoothly without any interruption and issues are reported to the development team for resolution.

Classify and categorize requests for bugs fixing and prioritize action.

Coordinate with technical and business staff from other government organizations for business analysis and systems support as required.

Create and manage Applications Support and Maintenance contracts.

Supervise the Applications Support and Maintenance contracts RFP s from creation up to RFP floating proposals evaluations and contracts award.

Assist other project managers in Corporate IT and Agency IT in ensuring that their projects cover applications maintenance and support post project closure and applications implementation.

• Maintain and update Application Maintenance and Support standard template based on new requirements and emerging situations.
  
• Manage vendors and monitor and report on application SLAs.
  

Assess and approve standard and nonstandard software requests made by client staff based on business requirements.

Perform other responsibilities associated with this position as appropriate.

Requirements

Bachelor s degree in information technology or any similar degree from a globally leading University

Second resource with minimum 5 years experience with 3 years as software support.

Ability to Analyze Complex Technical Information

Able to work independently

Manage time efficiently

Prioritization

Quickly learn new technologies

Team player

Virtual working capabilities

Willingness to explore new technologies

Yearning to learn more about computers communications systems and technology

Presentation and communication skills