KEY ACCOUNTABILITIES
- 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 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.
Minimum Qualifications:
- B.SC computer science or computer engineering
- Min 2 years of relevant experience (preferably banking).
