Application Support Engineer

Who We Are: Novelus Team is a group of innovative people, excessively focused on accelerating technology deployment. Our most important asset is our employees, which is why we focus on providing a progressive, vibrant and empowering culture. Why Novelus: This is a great opportunity to be part of a company with record growth. Novelus employees enjoy a comprehensive set of benefits, including but not limited to: • Friendly and collaborative work environment • Personal and professional growth opportunities • Exposure to dynamic projects and the latest technologies Who We're Looking For: • Maintain the availability and usability of the agreed non-ERP applications, resolve user and technical issues, and coordinate specialist resolution throughout the application support lifecycle. What You’ll Do: • Handle incidents and requests for applications and assigned infrastructure services. Assess business impact, prioritize work and maintain ownership through resolution and closure. • Investigate application logs, configurations, scheduled jobs, interfaces and API failures. Use authorized database queries and coordinate troubleshooting with infrastructure and cybersecurity teams. • Support Windows/Linux servers, virtual machines and application-hosting environments, including service administration, disk-space checks, performance monitoring and scheduled-task troubleshooting. • Assist with approved Active Directory, DNS, DHCP and access-management tasks. Troubleshoot server connectivity and application dependencies with the network engineer. • Perform approved operating-system patches, software updates and configuration changes, including pre-change checks, testing, documentation and rollback preparation. • Monitor assigned infrastructure alerts and backup jobs, investigate failures, and assist with approved restores and disaster recovery exercises. • Resolve L2 issues within assigned competencies and escalate product defects, specialist infrastructure faults and code changes to the OEM or approved L3 team. • Support approved application configurations, minor enhancements and releases, maintaining test evidence, user acceptance records and rollback instructions. • Maintain application and infrastructure runbooks, asset records, known errors and vendor contacts. Investigate recurring incidents and implement agreed corrective actions. • Provide operational cover for infrastructure engineers and undertake scheduled infrastructure maintenance and improvement activities when application demand is low, according to agreed priorities and ownership. What You’ll Need: • 4–7 years supporting production business applications, including at least 2 years in L2 diagnosis, release support and vendor escalation. Experience with non-ERP applications and their business workflows is preferred. Prioritize training on the applications accepted into scope, SQL and API troubleshooting, ITIL Foundation [1], secure support practices and root cause analysis. Develop scripting and release-management skills relevant to the supported products. • Practical SQL and log analysis, application troubleshooting, web and API concepts, integration support and release testing. Ability to distinguish application, data, network and infrastructure faults. Strong business communication and English documentation; Arabic is useful for the onsite role. Show more Show less

4–7 years supporting production business applications, including at least 2 years in L2 diagnosis, release support and vendor escalation. Experience with non-ERP applications and their business workflows is preferred. Prioritize training on the applications accepted into scope, SQL and API troubleshooting, ITIL Foundation [1], secure support practices and root cause analysis. Develop scripting and release-management skills relevant to the supported products. Practical SQL and log analysis, application troubleshooting, web and API concepts, integration support and release testing. Ability to distinguish application, data, network and infrastructure faults. Strong business communication and English documentation; Arabic is useful for the onsite role.

Maintain the availability and usability of the agreed non-ERP applications, resolve user and technical issues, and coordinate specialist resolution throughout the application support lifecycle. Handle incidents and requests for applications and assigned infrastructure services. Assess business impact, prioritize work and maintain ownership through resolution and closure. Investigate application logs, configurations, scheduled jobs, interfaces and API failures. Use authorized database queries and coordinate troubleshooting with infrastructure and cybersecurity teams. Support Windows/Linux servers, virtual machines and application-hosting environments, including service administration, disk-space checks, performance monitoring and scheduled-task troubleshooting. Assist with approved Active Directory, DNS, DHCP and access-management tasks. Troubleshoot server connectivity and application dependencies with the network engineer. Perform approved operating-system patches, software updates and configuration changes, including pre-change checks, testing, documentation and rollback preparation. Monitor assigned infrastructure alerts and backup jobs, investigate failures, and assist with approved restores and disaster recovery exercises. Resolve L2 issues within assigned competencies and escalate product defects, specialist infrastructure faults and code changes to the OEM or approved L3 team. Support approved application configurations, minor enhancements and releases, maintaining test evidence, user acceptance records and rollback instructions. Maintain application and infrastructure runbooks, asset records, known errors and vendor contacts. Investigate recurring incidents and implement agreed corrective actions. Provide operational cover for infrastructure engineers and undertake scheduled infrastructure maintenance and improvement activities when application demand is low, according to agreed priorities and ownership.