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Senior Application Support Engineer Wholesale CRM

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Giza Systems

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Location:
Saudi Arabia , Riyadh

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Responsibility:

  • 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

Requirements:

  • 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

Additional Information:

Job Posted:
January 10, 2026

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