Represeting the first line of support in relation to banking applications and solutions , responsible to provide the optimum support and guidance to end users acorss all bank's dpertment to optimize usability of information systems and SLA/OLA and increase the percentage of system avilability and stability .
- WORK PERFORMED & MAJOR DUTIES:
- To assist end users in solving their problems & challenges related to varius banking applications and solutions as agreed SLA
- To support and conmtripute in supporting bank's clients in relation to self servcies and digital channles
- Resolve operational applications problems reported by the end user
- To monitor system avilability and data entigrity and report errors and inconsistencies and do the needfull escalations
- To provide technical support for all areas of Material business. This includes ( Core banking , digital applications , other banking and buiness appilcations
- , software support, end user training , assist in preparation of add-hoc reporting and regulatory reporting ....)
- Perform setup and congiguration related to corporate internet banking and B2B customers
- Ensures efficient use of applications and business solutions
- Assist in preparing training programs for end users for banking application and new implemntations
- Assist employee analyzing & solving their application problems
- Receive user calls & Request for assistance, and log them in IT Help Disk systems
- Escalate reported problems to responsible team within IT (Development team, networking, operation ... (
- Preparing incedent reports for reported problems/occurance and escalate to application support senior manager
- Reports applications problems and quries to related vendors through vendor help disk systems and follow up obtaiing solutions/system patches
- Assist in testing and deployemnt applications proplems fixes
- Monetoring software vendors performance accoring to SLA and support agreemnts and report any breaches or delay in resolutions to application support senior manager
- WORK CONTACTS:
- Has a frequent contact with various bank users to resolve reported proplems and occurances
- Has frequent contacts with external organizations who have electronic data transfer with the Bank (e.g. SWIFT, Master Card, Knet, ministries, etc..), other Banks and vendors
- Has frequent contacts with vendors and service providers to respolve reported proplems or service outage
Requirements
- FREEDOM TO ACT:
- Suggest solutions to resolve reported problems and improve automated internal controls
- Reports to IT applications Senior Manager
- Taking the appropriate immediate procedures to solve end user real time problems
- MINIMUM REQUIREMENTS (EDUCATION-EXPERIENCE-SKILLS):
- University Degree in Computer Science, Business, Banking, or equivalent
- 0-2 year experience in related work field
- Knowledge of banking user and application systems
- Proficient with usage of standard diagnostic and testing of software tools
- Excellent English and Arabic communication skills, both verbal and written, and interpersonal skills to work in a multi-disciplinary and multicultural environment
- The ability to work under stress and beyond office hours to meet projected deadlines and milestones
- Able to work independently and within a team-spirited environment
