Digital and Solution Operation Senior Analyst

About Lebara Mobile KSA

Lebara Mobile KSA is a prominent telecommunications provider and acclaimed mobile virtual network operator (MVNO) serving the Kingdom of Saudi Arabia. Our focus lies in revolutionizing the telecommunications sector by offering economical, dependable, and customer-oriented mobile services that enable global connectivity among families and friends.

Job Overview

We are seeking an Application Support Specialist to join our team with the goal of maintaining the stability and availability of our business applications. This role involves diagnosing and resolving issues in production, supporting application deployments, and close collaboration with development and DevOps teams to ensure smooth daily operations. The ideal candidate is adept at troubleshooting, has a solid grasp of application architecture, and is comfortable managing databases, APIs, server environments, and monitoring tools.

Key Responsibilities

• Monitor live applications and promptly address incidents.
• Identify root causes for application-related issues through investigation and troubleshooting.
• Handle problem resolution concerning application configurations, databases, APIs, servers, and environments.
• Craft and execute SQL queries for data validation and troubleshooting support.
• Test REST APIs using tools such as Postman to verify proper functionality.
• Analyze application logs and monitoring outputs to diagnose defects.
• Implement necessary configuration changes in applications.
• Assist in application deployment activities and validate post-deployment releases.
• Escalate issues requiring code modifications in partnership with development teams.
• Cooperate with DevOps staff to manage deployment, environment, and infrastructure challenges.
• Maintain thorough documentation of issues, resolutions, and troubleshooting processes to enrich the knowledge base.
• Ensure incident resolution compliance within established service level agreements (SLAs).

Required Expertise

• Proficient in SQL, including writing complex queries, joins, and handling stored procedures.
• Solid understanding of RESTful APIs, JSON formats, and API testing utilities like Postman.
• Experience managing Microsoft IIS and hosting web applications.
• Competency with both Windows and Linux operating systems.
• Knowledgeable in working with application logs and monitoring tools.
• Basic understanding of .NET applications including configuration and troubleshooting in production.
• Familiarity with DevOps principles such as continuous integration and delivery pipelines, using Git, and managing deployment workflows.
• Skilled at resolving deployment and environment-associated problems.
• Strong analytical thinking and problem resolution capabilities.
• Effective communicator with the ability to liaise between technical and business teams.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• 1 to 3 years of professional experience in Application Support or a related field.
• Prior experience maintaining business-critical or enterprise applications.
• Familiar with continuous integration tools such as Azure DevOps, GitHub Actions, or Jenkins.
• Exposure to cloud platforms like Azure or AWS considered favorable.
• Basic knowledge of containerization and orchestration technologies like Docker or Kubernetes is beneficial.

Employee Benefits

• Attractive salary package competitive in the market.
• Comprehensive health insurance covering employees and eligible family members with VIP options as per company policies.
• Access to health club memberships following company’s provisions.
• Monthly allowances for mobile phone credits.
• A welcoming and inclusive organizational culture that promotes collaboration.