Company Overview
Founded as a subsidiary of T2, Nextwo set out with a clear mission: to harness the exceptional technology talent in Jordan and Egypt to serve Saudi Arabia's growing digital economy. What started as a focused staffing initiative has evolved into a comprehensive human capital and technical manpower partnership spanning SAP, Oracle, AI/ML, Cloud Architecture, Software Development, UI/UX, Fintech, and Finance.
Today, Nextwo operates across Saudi Arabia, Jordan, and Egypt, providing Offshore Development Centers, hybrid models, onsite manpower placement, and managed services. Our 90%+ talent retention rate and 60% cost savings speak to our commitment to quality and long-term partnership.
Job Purpose
The Senior Digital Support Engineer is responsible for supporting the operations of the organization's corporate digital channels and digital products, working closely with IT Application Support to accelerate issue investigation, analysis, and resolution. The role acts as the primary point of contact for operational issues affecting business and customers, ensuring smooth, reliable digital banking operations through strong ownership, structured workflows, and effective cross-team collaboration.
Key Responsibilities
- Support the operations of corporate digital channels and digital products within the Digital
- Banking department, partnering with IT Application Support to expedite issue investigation,
- analysis, and resolution.
- Provide effective and timely customer service, resolving problems within given authority and
- escalating appropriately when required.
- Design and maintain workflow processes for banking operations, taking the necessary measures
- to ensure smooth and consistent support delivery.
- Provide daily coverage for operational issues, proactively identifying and resolving issues related
- to customer complaints connected to the Digital Banking department.
- Serve as the primary point of contact for operational issues, providing timely support to the
- business.
- Collaborate with the Digital Banking Services (DBS) team to develop and implement best
- practices for banking operations, including issue reporting to IT and root-cause investigation.
- Prepare accurate and timely reports on issues and resolutions, including proper root-cause
- analysis and recommendations.
Required Qualifications & Attributes
- Bachelor's degree in Information Technology or a related field, enabling effective collaboration
- with IT teams on issue investigation and tracking.
- Familiarity with corporate banking products, services, and operations.
- Strong leadership skills with the ability to guide and influence cross-functional teams.
- Strong sense of ownership and accountability for outcomes.
- Proven ability to work effectively as part of a team.
- Self-motivated with the ability to work independently.
- Ability to maintain focus and composure under pressure.
- Strong multitasking abilities across concurrent priorities and issues.
- Excellent judgment and decision-making skills.
- Fluent in both Arabic and English (spoken and written).
