Senior Associate – Application Support

INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What You'll Be Doing

The Senior Associate – Application Support is responsible for day-to-day operational

support of business-critical applications. This role focuses on ensuring timely

resolution of incidents and service requests, supporting change and release processes,

maintaining documentation, and collaborating with cross-functional teams and

vendors to maintain service quality and availability.

Key Responsibilities

Operational Support & Incident Management

• Respond to and resolve incidents and service requests related to supported
  
  

applications, adhering to SLAs and internal standards.

• Escalate high-priority issues to Specialists or relevant support teams as needed.
• Assist in root cause analysis and documentation of problem tickets under
  
  

guidance.

Change & Release Support

• Participate in application change and release activities by assisting in
  
  

documentation, validation, and communication.

• Support testing and post-deployment monitoring as required.
  
  

Service Monitoring & Reporting

• Monitor application dashboards and alerts, and log or escalate issues
  
  

accordingly.

• Support reporting on ticket volumes, resolution times, and SLA compliance.
  
  

Documentation & Knowledge Management

• Maintain and update internal documentation, SOPs, FAQs, and knowledge base
  
  

articles.

• Ensure support documentation is accurate, accessible, and up to date.
  
  

Vendor and Stakeholder Coordination

• Coordinate with vendors and internal teams for incident resolution or service
  
  

requests.

• Maintain clear and professional communication with stakeholders on status
  
  

updates

Continuous Learning & Improvement

• Participate in training sessions and service improvement initiatives.
• Contribute ideas for process improvements, automation, or knowledge sharing.
  
  

Required Qualifications

What You’ll Need to Succeed

• Bachelor’s degree in Computer Science, Information Technology, or a related
  
  

field.

• 1–3 years of experience in application support, IT service desk, or similar role.
• Basic understanding of ITIL processes (certification is a plus).
• Familiarity with ticketing/ITSM tools (e.g., FreshService, ServiceNow, Jira).
• Basic troubleshooting and analytical skills.
• Strong verbal and written communication skills.
  
  

Preferred Qualifications

• Exposure to enterprise applications (ERP, CRM, OMS, etc.).
• Basic understanding of SaaS/cloud environments and monitoring tools (e.g.,
  
  

Splunk, DataDog).

• Experience in multi-vendor or cross-functional teams is a plus.
  
  

What We Can Offer You

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.