Engineer, Digital Service Support (Field)

JOB PURPOSE:

The Digital Service Support Engineer is responsible for developing and maintaining a comprehensive system
for tracking and documenting compliance-related activities. This role includes providing training on compliance
matters, conducting regular compliance audits, and continuously updating support policies and procedures. The
aim is to ensure adherence to industry standards and regulatory requirements, thereby maintaining the integrity
of support operations.

Additionally, the role involves organizing regular stakeholder meetings to discuss and resolve issues, engaging
with external partners for alignment of support services, and fostering collaborative relationships with internal
teams. Acting as the primary contact for escalated support issues, the engineer ensures timely and effective
resolution of complex situations, contributing to operational efficiency and the organization's reputation for high
service standards.

KEY ACCOUNTABILITIES:

Job Specific Accountabilities
System Support

u2022 Perform regular system checks and provide support tasks to ensure all Digital Solutions systems areoperating optimally and efficiently.
u2022 Identify, diagnose, and troubleshoot technical issues within the Digital Solutions infrastructure to preventpotential disruptions and minimize downtime.
u2022 Coordinate with external vendors and suppliers to facilitate system updates, maintenance, and repairs,ensuring all services meet the required standards.
u2022 Monitor and follow up on incidents or issues pending or open with the assigned Digital Solutions team,ensuring timely resolution and support.
u2022 This role emphasizes technical support and engineering tasks to uphold the efficient operation of DigitalSolutions within ADNOC Distribution.

Reporting and Documentation

u2022 Prepare timely and accurate departmental statements and reports to meet departmental requirements,policies, and standards.
u2022 Maintain and update project files to track service delivery and record project progress.
u2022 Collect customer feedback on support services to analyse service shortcomings and present findingsto the Digital Solutions Senior Engineer for review and possible support mechanism adjustments.

Customer Service Enhancement

u2022 Develop strategies for improving customer service through enhanced digital support, ensuring customersatisfaction and fostering loyalty.
u2022 Implement feedback mechanisms to continually assess and improve the quality of service provided bythe Digital Solutions team.
u2022 Collaborate with the marketing and communications teams to inform customers about new digitalservices and support options, enhancing the overall customer experience.

Support System Optimization

u2022 Conduct regular evaluations and updates of support processes to ensure they are operating optimallyand efficiently.
u2022 Coordinate with external vendors and suppliers to facilitate the delivery of support services, ensuringall services meet the required standards.

Customer Service Enhancement

u2022 Develop strategies for improving customer service through enhanced digital support, ensuring customersatisfaction and fostering loyalty.
u2022 Implement feedback mechanisms to continually assess and improve the quality of service provided bythe Digital Solutions team.
u2022 Collaborate with the marketing and communications teams to inform customers about new digitalservices and support options, enhancing the overall customer experience.

Data Monitoring and Analysis

u2022 Monitor and analyse support service data to identify trends, areas for improvement, and opportunitiesfor innovation.
u2022 Develop and implement data collection methods to capture key performance metrics.
u2022 Use data analytics tools to interpret data and generate actionable insights.
u2022 Provide regular reports to senior management to inform decision-making and strategic planning.
u2022 Identify and address gaps in service delivery through data-driven strategies.

Generic Accountabilities
Supervision

u2022 Plan, supervise and coordinate all activities in the assigned area to meet functional objectives.
u2022 Train and develop the assigned staff on relevant skills to enable them to become proficient on the joband deliver the respective section objectives.

Budgets

u2022 Provide input for preparation of the Section / Department budgets and assist in the implementation ofthe approved Budget and work plans to deliver Section objectives.
u2022 Investigate and highlight any significant variances to support effective performance and cost control

Policies, Systems, Processes & Procedures

u2022 Implement approved Section / Department policies, processes, systems, standards and procedures tosupport execution of the Sectionu2019s / Department work programs in line with Company and Internationalstandards.

Performance Management

u2022 Contribute to the achievement of the approved Performance Objectives for the Section / Department inline with the Company Performance framework.

Innovation and Continuous Improvement

u2022 Design and implement new tools and techniques to improve the quality and efficiency of operationalprocesses.
u2022 Identify improvements in internal processes against best practices in pursuit of greater efficiency in line
with ISO standards to define intelligent solutions for issues confronting the function.

Health, Safety, Environment (HSE) and Sustainability

u2022 Comply with relevant HSE policies, procedures & controls and applicable legislation and sustainabilityguidelines in line with international standards, best practices and ADNOC DISTRIBUTION Code ofPractices.

Reports

Provide inputs to prepare Section MIS and progress reports for Company Management.

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal

u2022 IT teams & Business units

External

u2022 Consultants & Service providers

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS:

Minimum Qualification

u2022 Bacheloru2019s degree in Computer Science, IT engineering or equivalent.

Minimum Experience & Knowledge & Skills

u2022 2 years relevant IT experience, with involvement in supporting system implementation, and ITOperational Management.
u2022 Good planning and time management skills.
u2022 Innovation and conceptual thinking.
u2022 Ability to communicate and clarify technology solutions in business terms.
u2022 Analytical thinking and decision-making skills.
u2022 Good interpersonal skills.
u2022 Teamwork skills.
u2022 Effective communication and presentation skills.