Support

• 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.
• 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.
• As a team member, this role will also handle, internal IT & business communications effectively.

And any other assigned tasks.

Implementation

• As a Subject Expert in the applications he will also play a significant role in projects as needed. This will include business analysis, scoping, alternatives validation, effort sizing, testing and post-implementation validation.
• Supports a project delivery point of view & Day to day issues support and align the business requirements.
• Ensure quality of project technical deliverables including Scope of work, design document, implementation packages and deployment plans.
• Perform software research, testing, and recommendations when needed
• Handling Vendors, internal IT & business communications effectively.
• Prepare 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.
• Perform handover activities with application support team(s) for any new application before installing into production.
• Follow up with vendor to deliver fixes, change requests that are requested to resolve issues raised during the project life cycle.
• Assess the changed raised from business if it can be done internally, and develop the change request when applicable.
• Reviewing / re-evaluating any solutions or fixes provided from vendors or developed internally before deploying into production.
• Review issues raised during testing phase and classify them accordingly.
• Communicate UAT issues to vendor, follow up till fixes are received. Upon fixes deployment, he should perform sanity check and inform UAT team to proceed with testing activities.
• 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.

And any other assigned tasks.

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