Service Availability and Delivery Management
- Act as a second level support for incidents that service Desk is unable to do so independently.
- Escalate incidents to SW vendors and provide recreation scenarios as well as proposed solutions that ensure service continuity over the banking systems.
- Follow up delivery of incident/ problem solutions.
- Perform software research, testing, and recommendations when needed
- Handling Vendors, internal IT & business communications effectively.
- This position requires response and issue resolution during nights and weekends as necessary to meet business needs.
- Review Deployment plans for production changes.
- Respond to requests and inquiries from business users and change management team for system changes and verify whether it can be done using local resources or thru vendor side.
- Evaluates impact analysis provided by vendors and/or implementation teams for production changes.
- Report incident status on weekly basis to support manager.
- Problem Management.
- Lead problem resolution cycle whether the resolution will be done internally or by software vendor.
- Ensure clear ownership of problem determination / resolution
- Verify issue resolution.
- Prepare root cause analysis and incident reports.
- Prepare management report, ensure accuracy and completeness of contents
- Perform handover activities with application development/implementation team(s) for any new application before installing into production.
- Plan and perform periodic patching for all digital channel's applications.
- Follow up with vendor to deliver fixes, change requests that are requested to resolve incidents/problems
- Reviewing / re-evaluating any solutions or fixes provided from vendors or developed internally before deploying into production
- Patching – ensure quality development of patches that are deployed to the production environment.
- Perform System upgrades, or lead vendor engagement to perform system upgrades.
- Supports a project delivery point of view & Day to day issues support and align the business requirements.
- Handle system analysis & design of in house developed systems as well as Development in line with bank agreed system architecture and development tools and following quality standards.
- As a team member, this role will also handle, internal IT & business communications effectively.
Process Governance
- Document, and track, case histories, issues, and actionable steps taken
- Improve documentation of application services policies and procedures related to his area.
- Help in building system requirements and RFP for new solutions.
- Build troubleshooting guides for SW systems in hand and perform on the job training for service desk teams to act as 1st line support and mentor Jr Application specialists
- Recommend changes to policies, procedures, systems and products to add value to ADIB service offering.
- Ensure keeping departmental procedures and documentation related to development and maintenance of all banking applications.
- Follow up to get all documentation related to new applications/CR
- Maintaining development releases and source backup.
- Provide the direct manager with performance reports periodically.
- Provide risk assessments in supporting new projects
And any other assigned tasks.
