Support Developer

As a Support Developer you will be handling Alef platform related incidents and requests as a level 3 line of support. You will be assigning/ coordinating these incidents/bugs to relevant technical agile teams. You will act as the vital link between operations and development by communicating platform releases, new features and planned downtimes.You should also have strong skills in web & API development to implement automation solutions for support services and tools. Alef is an Agile house, therefore, you should look beyond following processes and doing things right , rather, you should be pragmatic and continuously look for areas of improvement whether in our operating model or our platform itself. Key Responsibilities: • Planning on call/ on support rotations. • Handle level 3 incidents in the application platform incidents. • Conduct functional test after each release. • Monitor application status. • Triaging incidents and assigning it the right priority and context details. • Delegating and coordinating between the different software engineers until the reported incident is resolved. • Suggest and provide solutions around areas to improve within the application support. • Communicating platform incidents, outages, releases with the appropriate stakeholders. • Setting up and configuring, monitoring tools, configuring thresholds, integrating incident notification tools. • Implement and maintain automation solutions for support services and tools. • Implement new features in Alef Eye according to requirement. • Sending release notices for planned releases. • Generate ticket reporting. Bachelor's degree in Computer Science, Software Engineering or related preferred. Minimum 2 years of relevant experience. Incident management, problem management and request management experience. An ability to communicate technical concepts to a non-technical audience. Experience in collaborating with internal and external teams/depts. High level of agility and proactivity. Ability to work under high pressure and maintain high level of availability. Self Driven and Customer centric. Strong focus on ownership of issues and commitment to resolving them. Ability to quickly research and learn new programming tools and techniques. Solving complex problems and analyzing root cause. Familiarity incident management tools (OpsGenie, PagerDuty, xMatters etc.) Familiarity with software management tools (as Jira) Fluency in English and Arabic