Application Support Lead

Role Overview

The Application Support Lead is responsible for ensuring the stability, reliability, and performance of mission-critical trade and customs systems. This role oversees Level 1 and Level 2 support operations, manages incidents and problems in alignment with ITIL standards, and collaborates closely with development, DevOps, infrastructure, and security teams to ensure continuous service availability and compliance with organizational and regulatory requirements.

Key Responsibilities

1. Application Support & Operations

• Lead end-to-end support operations for the application, ensuring maximum uptime and SLA adherence.
• Manage and resolve Level 2 & Level 3 incidents in coordination with development, infrastructure, and database teams.
• Monitor system health, performance, and critical transaction flows using enterprise monitoring tools.

2. Team Leadership & Mentorship

• Lead, mentor, and guide the application support team to ensure high-quality service delivery.
• Assign responsibilities, manage shift schedules, and ensure adequate coverage for critical operations.
• Promote a culture of knowledge sharing, problem-solving, and continuous learning.
• Encourage proactive issue identification, timely escalation, and effective cross-team communication.

3. Incident & Problem Management

• Oversee incident logging, classification, prioritization, and resolution according to ITIL best practices.
• Conduct root-cause analysis (RCA) for recurring issues and recommend preventive measures.
• Prepare incident, performance, and availability reports for management and stakeholders.

4. Change & Release Coordination

• Collaborate with development, QA, and DevOps teams to plan and deploy patches, enhancements, and releases.
• Ensure changes are tested, documented, and communicated before production deployment.
• Support deployment readiness, rollback planning, and post-deployment validation.

5. Compliance & Security

• Work with the information security team to assess vulnerabilities and apply remediation.
• Maintain audit logs, documentation, and compliance with regulatory and internal standards.

6. Stakeholder & Communication Management

• Provide regular updates on system status, incident resolutions, and upcoming maintenance.
• Coordinate with business and operational units to ensure uninterrupted service delivery.

7. Knowledge Management & Training

• Create and maintain user manuals, troubleshooting guides, FAQs, and knowledge base artifacts.
• Deliver training sessions for support teams and end-users on new features or updates.

8. Performance Optimization

• Analyze system performance metrics to identify opportunities for optimization.
• Suggest enhancements to improve system throughput, data accuracy, and user experience.

Qualifications & Experience

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or related fields.
• 8+ years of experience in application support or system administration, with 4+ years in a leadership role.
• Experience in Agile or hybrid delivery environments is an advantage.
• Prior experience supporting Supply Chain or Trade Facilitation Applications is highly preferred.
• Strong knowledge of SQL (queries, troubleshooting) and enterprise monitoring tools.
• Solid understanding of API integrations, network connectivity, and security protocols.
• Familiarity with incident/change management tools (ServiceNow, JIRA, etc.).
• Knowledge of cloud environments (Azure/AWS) is a plus.
• ITIL Foundation or Intermediate certification (Incident/Problem Management focus) is preferred.
• Database or system administration certifications are a plus.
• Strong leadership, communication, and stakeholder management skills.
• Ability to perform under pressure in high-availability environments.
• Fluent in English and Arabic (English fluency required for global supplier communication).

Expectations

• Ensure operational excellence and proactive system monitoring.
• Maintain high-quality documentation and foster continuous knowledge sharing.
• Build a culture of accountability, responsiveness, and teamwork.
• Collaborate effectively with development, QA, security, and business teams to ensure system reliability.
• Demonstrate ownership, adaptability, and professionalism during critical operations.

Working Conditions

• Working hours: 9:00 AM – 5:00 PM
• Days off: Friday & Saturday
• Contract: Yearly renewable
• Salary: Market range
• Notice period: Short notice preferred
• Interview process: 2–3 onsite interviews
• Benefits: Medical insurance (individual), social insurance, transportation from designated pickup points (for Sokhna)
• Travel requirements: Primarily based in Maadi; must be willing to relocate or commute to Sokhna when required
• Work model: Onsite (Maadi with possible rotations at Sokhna)