Senior Application Support Engineer Wholesale CRM ( Saudi National

Responsibilities

• Monitor the health, performance, and availability of WCRM application to ensure uninterrupted service.
• Monitor the health, performance, and availability of WCRM application to ensure uninterrupted service.
• Handle daily operational activities, including job monitoring, application logs analysis, and resolving system alerts.
• Respond to application incidents, perform advanced second-line troubleshooting, and ensure timely restoration of services.
• Conduct root cause analysis for recurring incidents and document preventive actions.
• Provide technical support for WCRM related issues reported by business users.
• Prioritize and manage tickets according to SLA, ensuring high-quality and timely responses.
• Coordinate with development, infrastructure, database, and vendor teams for issue resolution or enhancements.
• Support system upgrades, patching, and configuration changes with minimal downtime.
• Validate and deploy application changes, configuration adjustments, and parameter updates.
• Participate in UAT, regression testing, and pre-prod validation for WCRM releases.
• Ensure the continuous improvement of application stability and performance.
• Troubleshoot application-level integration issues (APIs, web services, ESB integrations, DB links, file transfers).
• Support data corrections, SQL-level investigations, and controlled data updates following approval processes.
• Coordinate with data engineers and DBAs for database optimization and data integrity assurance.
• Prepare and maintain operational runbooks, SOPs, troubleshooting guides, and knowledgebase articles.
• Document new issues, workarounds, and permanent fixes to avoid repeated escalations.
• Ensure audit and compliance documentation is updated and aligned with corporate standards.
• Build & enhance monitoring dashboards and automated alerts for WCRM system.
• Identify manual operational tasks and propose automation using scripts or tools.
• Contribute to improving system reliability, RTO/RPO, and operational efficiency.
• Participate in CAB meetings representing WCRM operational readiness.
• Review, assess, and approve change requests for operational impact.
• Perform post-deployment validation to ensure successful releases.
• Support DR drills, switchovers, and switchbacks for WCRM environment.
• Ensure operational procedures meet system availability and business continuity requirements.
• Provide regular updates and incident notifications to management and business teams.
• Participate in cross-functional meetings to review system performance and operational improvements.

• Good knowledge of various operating systems (Windows, linux, and unix)
• Good knowledge of CRM concepts and technologies.
• Good knowledge of networking essentials.
• Shell scripting.
• Basic Database administration skills.
• Good knowledge of DB management systems