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Senior Application Support Engineer Wholesale CRM

Giza Systems

Location:
Saudi Arabia , Riyadh

Category:
IT - Administration

Contract Type:
Not provided

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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