Profileimage by IBRAHIM BEBARS Application Support Lead from London



Last update: 19.11.2020

Application Support Lead

Graduation: Bachelors Degree in Computer Engineering
Hourly-/Daily rates: show
Languages: Arabic (Native or Bilingual) | English (Native or Bilingual)


Application support analyst with over ten years of hands-on experience in supporting multi-vendor and bespoke applications running over N-tier high-transactional ICT systems and platforms, through highly efficient application support analysis, problem-solving skills and E2E solution consultation.

  • Expert problem-solving & analytical  skills
  • Incident Investigation & management skills
  • Troubleshooting within SLA.
  • Creative Problem Solving
  • Task management
  • IT System Operations and Maintenance.
  • High demand customer service operations handling
  • Java-based Applications Support
  • SQL Development
  • PL/SQL Development.
  • Linux/Unix OS Administration
  • Linux/Unix Shell Scripting
  • Scripting Automation
  • Basic and Applied technology researching skills
  • Service Delivery Platforms Consulting
  • IT Service Management
  • Change Managment
  • Content Management Systems (CMS)
  • IT Systems Integration and Business Configuration
  • IT product and service Verification and User Acceptance Testing (UAT).
  • IBM WebSphere Application Server administration
  • IBM WebSphere Portal Server administration
  • JBoss Application Server administration
  • WebLogic Application Server administration
  • TIBCO Business Events Administration
  • TIBCO Business Works Administration
  • TIBCO EMS Administration
  • TIBCO AMX Administration
  • Apache/Tomcat Administration
  • Microsoft Windows Server
  • Microsoft Office
  • BMC Remedy
  • JIRA
  • SOAP and REST web services
  • Network Protocol Troubleshooting:
    • HTTP
    • Diameter
    • SCAP V2
    • MM7
    • SMPP
    • Parlay X

Project history

Application Support Lead
Ericsson - Riyadh / Saudi Arabia, 2011 – October 2018
  • Operated and managed Value-Added Services (VAS) deployed over Ericsson’s Service Delivery Platform (ESDP) 24/7 in a large production ITIL environment (320+ nodes), serving more than 30 million subscribers.
  • Led the successful launch of more than 800 promotional VAS services deployed over ESDP’s vendor and bespoke applications running on various ICT technologies by leading the VAS business configuration team into service LLD verification, deployment and testing, all managed through JIRA and BMC change management tools.
  • Exceeded the SLA targets by providing efficient troubleshooting, root cause analysis RCA, and maintenance support for critical and emergency BMC remedy tickets opened on ESDP JAVA-based applications running over WEBLOGIC and JBoss application servers, with the coordination with third line support.
  • Achieved KPI targets through developing auto-generated DB reports and DB jobs using complex Ad Hoc PL/SQL and SQL code as well as developing and scheduling Linux/Unix bash health check shell scripts with the purpose of monitoring applications and services as well as detecting issues preemptively.
  • Successfully finalized service and application deliveries by reviewing HLDs and LLDs as well as providing consultation over migration and cutover issues to prevent potential rollout faults.
  • Took the ownership of critical ESDP applications and solutions by attending QAB (Quality Assurance Board) sessions and supervising its rollout and migration phases as well as proposing technical enhancements to improve the quality of new delivered applications
  • Overseen E2E UAT and ensured it met the delivery requirements through high-quality execution, especially test cases conducted over Mobile N-screens (Tablets, Smart Phones, etc.),
  • Increased the managed services team efficiency by adopting new processes and tools  (Diagnostic, data capture, automated health check and scripting tools, CMS knowledge base,  etc.)
  • System administration of UNIX  based systems by supporting the planning and installation of system software patches.

Application Support Analyst
Vodafone Egypt/Asset Technology - Cairo-Dusseldorf, 2008 - 2011
  • Provided application support for Vodafone Egypt's systems like Vodafone EG Extranet (Vodafone's Distribution System) and Vodafone Live (Vodafone's Multimedia Portal).
  • Tracked, logged and responded to support tickets. Performed user account maintenance, managed incidents and provided resolution for end-users technical challenges. 
  • Administered Oracle databases required for development, testing, tuning.
  • Administered, deployed and integrated bespoke applications on IBM WebSphere Application servers and IBM Portal Servers.
  • Reduced slowness of report generation to business users by automated DB jobs to extract information using SQL Query.
  • Worked with the business team to analyze, troubleshoot and escalate business system needs to overcome critical, highly complex customer problems.
  • Decreased system errors through the discovery of redundant data within database, which led to working with Development team on clean-up of data.
  • Led the VIS (Vodafone International Services) local GA support Team for installing and configuring multi-vendor systems over Global OpCo’s (Vodafone Global Operators) like Ask Online Knowledge-Based Systems and Infosys EBPA Oracle billing Systems.
  • MSDP 5.1 Upgrade & Enhancment
  • Service Provider Integration Framework v3
  • Data SIM Migration
  • UUE (Unified User Experience for Postpaid/Prepaid Subscribers)
  • Vodafone EG Extranet
  • Vodafone Ask Online OpCo Creation
  • Vodafone LIVE Mobile
  • Vodafone OpCo E-Billing Implementation
  • Service Provider Integration Framework v2

Time and spatial flexibility

Willing to relocate as much as the Job would have me to 


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