Job Accountabilities
- Supports Digital Channels configuration/ parameterize on production/ testing environments, facilitates the resolution of customer (internal\External) issues, ensures that support addressing production issues in line with SLAs and works with Business owners to document production defects and assess their impacts to the bank channels.
- 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 channels 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 updgrades.
- 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.
Qualifications and Experience
- B.SC computer science or computer engineering
- Experience in banking/ bank applications is a plus.
- Have previous experience working on banking applications support role or a large scale banking system implementations and troubleshootingز
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