We seek an experienced Application Support Lead with 7-9 years of hands-on experience in IT support and a strong understanding of ITIL principles. The ideal candidate will possess extensive knowledge in managing changes, maintaining backlogs, and collaborating with business stakeholders to implement new features and enhancements. A background in project management, SQL queries, Java scripting, and at least 2 years of experience in the FMCG (Fast-Moving Consumer Goods) industry is essential for this role. Excellent communication skills in both English and Arabic are also required to engage with stakeholders across different regions effectively.

• Hands-on technical support and lead a small team of application support in providing technical troubleshooting for business-critical applications. assistance and troubleshooting for business-critical applications.
• Utilize ITIL best practices to manage incidents, problems, and service requests, ensuring timely resolution and minimal impact on business operations.
• Oversee the change management process, including assessment, approval, implementation, and documentation of changes to production systems.
• Maintain and prioritize backlogs of system enhancements and bug fixes, collaborating with cross-functional teams to define requirements and acceptance criteria.
• Work closely with business stakeholders to understand their needs and requirements and translate them into technical solutions and system enhancements.
• Apply project management principles to plan, execute, and monitor the delivery of application support services and system enhancements within agreed timelines and budgets.
• Develop and optimize SQL queries to extract, analyze, and manipulate data from relational databases for reporting and troubleshooting purposes.
• Utilize Java scripting to customize and extend the functionality of existing applications and develop automation scripts to streamline support processes.
• Leverage FMCG industry knowledge to understand business processes, challenges, and opportunities, and provide tailored support and solutions to meet business objectives.

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 7-9 years of experience in application support, preferably in a lead or supervisory role.
• Strong understanding of ITIL framework and experience in implementing IT service management processes.
• Proficiency in managing changes, maintaining backlogs, and collaborating with business stakeholders for system enhancements.
• Project management skills, with the ability to plan, execute, and monitor projects from initiation to closure.
• Advanced skills in SQL queries for data analysis and manipulation.
• Experience in Java scripting for application customization and automation.
• Minimum of 2 years of experience in the FMCG industry, with a deep understanding of industry-specific processes and challenges.
• Excellent communication skills in both English and Arabic, with the ability to interact effectively with stakeholders at all levels.
• Strong analytical and problem-solving abilities, with a proactive and solution-oriented mindset.