About Mutakamela:Mutakamela Insurance is proud to be a growing leader in the insurance sector in Saudi Arabia. We are committed to attracting and developing top talent to support our continued success and expansion. At Mutakamela, we believe in building a strong, capable workforce aligned with our core values and strategic goals. Our culture is rooted in professionalism, innovation, and collaboration, making us a trusted name in the industry and a great place to grow your career.
Role: The Application Support provides technical and functional support for core business applications within Mutakamela Insurance, ensuring stable, secure, and efficient operation of systems such as policy administration, claims processing, underwriting, and CRM platforms. The role is critical in troubleshooting user issues, managing application configurations, coordinating with vendors, and supporting business continuity.
Challenges: Supporting mission-critical insurance systems with minimal downtime Managing incident escalations and communicating effectively with users Handling high volumes of tickets while maintaining service levels Supporting legacy systems and integrating with new technologies Ensuring application-related compliance (e.g., audit, data privacy) Responsibilities General- Provide first and second-line support for insurance applications and tools Log, track, and resolve incidents, service requests, and change tickets Troubleshoot system errors, bugs, and user issues; escalate as needed Conduct root cause analysis and implement corrective actions Support system configuration, testing, and upgrades Assist in user account setup, role permissions, and data access controls Work with vendors on support issues and application patches Document issue resolutions, SOPs, FAQs, and system updates Assist in application training and onboarding for end users Monitor system health, logs, performance, and scheduled jobs.
Definitive:Install and maintain the performance of database servers. Develop processes for optimizing database security. Set and maintain database standards. Manage database access. Performance tuning of database systems. Install, upgrade, and manage database applications. Diagnose and troubleshoot database errors. Recommend and implement emerging database technologies and manage database reports, visualizations, and dashboards. Automation for repeating database tasks.
Technical:Functional Requirements Application support tools (Jira, Service Now, Freshservice) Basic knowledge of databases (SQL queries, logs) Understanding of web-based applications and APIs Familiarity with core insurance systems (policy, claims, billing) Windows OS and basic networking knowledge Excel and reporting tools (basic data exports, validations) Exposure to cloud environments (Azure, AWS) is a plus Basic scripting or automation knowledge is a bonus (e.g., Power Shell) Education and Certifications Bachelor’s degree in Information Technology, Computer Science, or equivalent Preferred
Certifications: ITIL Foundation Microsoft Certified: Fundamentals or Modern Desktop Application-specific training or certifications (e.g., CRM, policy platforms)
Behaviors:Values Requirements Responsiveness: Quick and clear communication with users Problem-Solving: Analytical and solution-oriented approach Teamwork: Works well with IT, business, and vendor teams Customer Service: Prioritizes user satisfaction and clarity Accountability: Follows through and takes ownership of issues Integrity: Maintains data privacy and follows compliance protocols Experiences Required 1-2 years in application support or IT helpdesk environment Experience supporting insurance or financial systems is preferred Familiarity with ticketing systems, SLAs, and ITIL practices Experience in handling user support, issue tracking, and system troubleshooting