Senior Application Support Engineer

Job description / Role

About CodeNinja

At CodeNinja Consulting, we are a global technology and talent solutions company partnering with enterprises worldwide to deliver digital transformation, IT governance, and end-to-end engineering excellence.

With operations across Riyadh (KSA), Lahore (Pakistan), Austin (USA), and Santiago (Chile), we bring together world-class expertise, agile teams, and innovative technology to empower businesses across industries — including banking, financial services, and enterprise IT.

Our 350+ experts have delivered 400+ successful projects across 15+ industries, driven by one mission: to build teams that build technology better.

Job summary

We are seeking a senior application support engineer to join our client’s IT department in Riyadh.

This role is responsible for maintaining, troubleshooting, and optimizing the organization’s core enterprise applications — including CRM, ERP, ITSM, SCF platform, and risk systems.

The ideal candidate will combine strong technical troubleshooting expertise with a solid understanding of governance, compliance (SAMA, PDPL), and cross-functional collaboration. You will ensure business continuity, performance optimization, and secure operations in a regulated environment.

Key responsibilities

Policies, processes & continuous improvement

• Execute tasks in alignment with established IT policies, procedures, and standards.
• Identify and implement continuous improvement initiatives to enhance productivity and reduce costs.
• Document processes and conduct knowledge transfer for operational consistency.
• Follow up on escalated incidents to ensure timely resolution and communication.

Application support & optimization

• Provide Tier 2 and Tier 3 support for CRM, ERP, ITSM, and SCF applications.
• Diagnose, troubleshoot, and resolve both functional and technical issues.
• Conduct system performance analysis and implement optimizations.
• Manage updates, patches, and upgrades, ensuring minimal downtime.

System monitoring & governance

• Establish and maintain system monitoring with defined thresholds and alerts.
• Govern vendor SLAs and internal performance indicators (KRIs).
• Oversee problem, capacity, availability, and demand management processes.

Risk, compliance & audit

• Support risk management systems and ensure regulatory compliance (SAMA, PDPL).
• Conduct system audits and vulnerability assessments for security and compliance.
• Implement and monitor internal controls to meet audit requirements.

ITSM & process management

• Oversee incident, problem, and change management processes within ITSM.
• Maintain and update the CMDB (Configuration Management Database).
• Develop workflow automations and process improvements through CRM and ERP modules.

Collaboration & stakeholder alignment

• Collaborate with finance, operations, and credit teams to align business workflows.
• Manage integration projects with external platforms (e.g., credit risk, financial systems).
• Serve as the liaison between business stakeholders and technical teams, ensuring clarity and alignment.

Requirements

Qualifications & experience

• Bachelor’s degree in computer science, information technology, or related field.
• 5–6 years of experience in application support or IT operations, preferably in banking or financial sectors.
• Hands-on experience with CRM, ERP, and ITSM platforms.
• Familiarity with SAMA, PDPL, and other compliance frameworks.
• Strong grasp of incident, problem, and change management principles.
• Experience with monitoring tools, capacity planning, and vendor SLA management.
• Excellent analytical, troubleshooting, and communication skills.

Preferred skills

• Experience with automation tools and workflow design.
• Knowledge of SQL, API integrations, and system performance tuning.
• Exposure to cloud environments (Azure / AWS) and DevOps practices.
• Strong interpersonal and coordination skills to manage cross-functional stakeholders and vendors.

Why join us

• Opportunity to work with a leading financial institution.
• Exposure to enterprise-level systems and regulatory compliance environments.
• Collaborative, fast-paced, and growth-oriented team culture.
• Platform to develop multi-system expertise across modern enterprise technologies.

Equal opportunity statement

At CodeNinja, we are an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive, innovative, and empowering workplace for all employees — regardless of gender, nationality, or background.