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).
  

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