Application Support Senior Engineer

A subsidiary of Al Ahly Capital, Al Ahly Momkn is a fast-evolving Fin-tech company committed to promoting secure, convenient & seamless payment solutions and financial services for business owners, service providers and consumers across Egypt.

At Al Ahly Momkn, we foster a culture of innovation, collaboration, and personal growth.

We believe in empowering our employees to unleash their full potential and make a real impact in their roles. As part of our team, you'll have the opportunity to work on exciting projects, learn from industry experts, and be part of a supportive and inclusive community.

• Resolve basic customer queries and perform initial troubleshooting, to ensure prompt and effective resolution of common customer issues, improving customer satisfaction and reducing wait times for support.
• Escalate complex cases as needed, to ensure specialized handling and efficient resolution.
• Actively participate in training sessions and workshops to improve skills continuously and industry knowledge.
• Gather customer feedback during interactions and contribute to the team's efforts, identify areas for improvement, and support processes to meet customer needs better.
• Analyze urgent issues within 24 hours and fix them quickly to prevent them from happening again. Restore normal operations fast to minimize downtime and customer impact.
• Maintain production environment availability at a minimum of 99.5% for unplanned application outages, to ensure high reliability and minimize unplanned outages, providing a smooth experience for customers.
• Respond fast to minimize impact, restore services, and keep customer trust. Meet SLAs during incidents to ensure good service and reliability

Requirements

• 4-5 years in Engineering or IT Application Support.
• Fin-tech background is a plus.
• Accepting on-call process.
• Strong understanding of application support processes and best practices.
• Strong Linux knowledge (scripting, searching, operating, etc.)
• Strong SQL/PL SQL knowledge.
• Organized with a highly focused attention to detail.
• Strong result-oriented and customer-focused mentality.

Benefits

• Embark on an exciting journey with the Fin-Tech Experts.
• Join a workplace that actively encourages and supports all talents.
• A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self.
• Join us in our mission to accelerate financial inclusion and make financial freedom accessible to all.