Senior Application Operation Engineer

Job description / Role

Job Description

• Provide advanced support for business-critical applications, ensuring system stability, availability, and performance.
• Act as the primary escalation point between L1 support and L3/Development teams.
• Troubleshoot and resolve complex application issues, minimizing downtime and service disruption.
• Collaborate with cross-functional teams and stakeholders to ensure seamless incident resolution.
• Maintain high standards of service delivery through proactive monitoring and issue management.
• Mentor less-experienced team members on specific areas within their technical authority.
• Understand and escalate scope changes per change control process.
• Work with team members to resolve more complex or cross-technology incidents.

Personal Skills

• Strong communication skills
• Analytical thinking and problem-solving mindset
• Attention to detail in documentation and support processes
• Ability to mentor and transfer knowledge to junior staff
• Capability to manage and prioritize tasks effectively under pressure
• Team collaboration and cross-functional coordination

Technical Skills

• Troubleshooting web, desktop, or mobile applications in production environments
• Hands-on experience with monitoring tools: AppDynamics, New Relic, Zabbix, Nagios
• Experience in Linux and Windows server environments
• Familiarity with APIs and integrations: SOAP, REST
• Understanding of ITIL processes (Incident, Problem, and Change Management)
• Application health monitoring and performance optimization
• Coordinating deployments, patches, and hotfixes
• On-call support and handling high-priority issues during off-hours
• Creating and maintaining technical documentation: knowledge base articles, SOPs, runbooks
• Mentoring and assisting in technical skill development
• In-depth analysis and root cause identification for recurring issues
• Collaborating with vendors, developers, and L3 teams to resolve complex problems

About the Company

Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.