Job Title: Applications Support Engineer

Department: IT / Applications & Software Engineering - Applications Support

Reports To: Manager - Applications Support

Role Summary

The BCC Applications Support Consultant is responsible for providing first-line support for Bupa CareConnect (BCC) applications, ensuring timely resolution of user issues and maintaining high levels of customer satisfaction. The role acts as the primary point of contact for business users, supporting day-to-day operations across multiple shifts while working closely with development, QA, and application teams to resolve incidents and improve application performance.

The ideal candidate will have a good background in application support, software testing, or application development, excellent communication skills in both Arabic and English, and an understanding of healthcare systems and business applications.

Key Responsibilities

· Serve as the first point of contact for business users regarding BCC application issues and requests.

· Log, categorize, prioritize, and track incidents and service requests through the ITSM.

· Perform initial troubleshooting and issue analysis to identify root causes and propose resolutions.

· Troubleshoot application integrations, interfaces, and data flow issues between BCC systems and internal/external systems.

· Analyze application logs, error messages, API responses, and system traces to identify root causes and support issue resolution.

· Escalate complex incidents to development, QA, infrastructure, or vendor support teams when required.

· Monitor application performance and proactively identify potential issues affecting business operations.

· Support users across multiple shifts to ensure continuous business operations and service availability.

· Validate fixes and enhancements before deployment to production environments.

· Assist in UAT, regression testing, and issue verification activities.

· Maintain accurate documentation including known errors, SOPs, and knowledge base articles.

· Provide user guidance, training, and support on application functionality and business processes.

· Collaborate with business teams to understand incidents, requirements, and improvement opportunities.

· Ensure adherence to established SLAs, support processes, and service quality standards.

Required Skills & Experience

· 1+ years of experience in Applications Support or related fields.

· Must be currently based in Jeddah or willing to relocate to Jeddah, Saudi Arabia.

· Experience supporting core business applications in a production environment.

· Strong troubleshooting, analytical, and problem-solving skills.

· Ability to work effectively in a shift-based support environment.

· Experience working with ticketing and ITSM platforms.

· Good understanding of software development and testing lifecycles.

· Basic understanding of databases and SQL queries for investigation and troubleshooting purposes.

· Ability to communicate effectively with both technical and non-technical stakeholders.

· Strong customer service orientation and ownership mindset.

· Fluent in Arabic and English (spoken and written).

Preferred Experience

· Experience in healthcare, health insurance, or hospital environments.

· Knowledge of Hospital Information Systems (HIS), EMR/EHR platforms, or healthcare applications.

· Experience supporting customer-facing digital platforms and mobile applications.

· Familiarity with APIs, integrations, and system interfaces.

Qualifications

· Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.

· Relevant certifications in application support, testing, ITIL, or healthcare applications are a plus.

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