Job Description

1. BASIC FUNCTION:

Represeting the first line of support in relation to banking applications and solutions , responsible to provide the optimum support and guidance to end users acorss all bank’s dpertment to optimize usability of information systems and SLA/OLA and increase the percentage of system avilability and stability .

2. WORK PERFORMED & MAJOR DUTIES:

- To assist end users in solving their problems & challenges related to varius banking applications and solutions as agreed SLA .

- To support and conmtripute in supporting bank’s clients in relation to self servcies and digital channles .

- Resolve operational applications problems reported by the end user.

- To monitor system avilability and data entigrity and report errors and inconsistencies and do the needfull escalations .

- To provide technical support for all areas of Material business. This includes ( Core banking , digital applications , other banking and buiness appilcations

- , software support, end user training , assist in preparation of add-hoc reporting and regulatory reporting ….)

- Perform setup and congiguration related to corporate internet banking and B2B customers

- Ensures efficient use of applications and business solutions

- Assist in preparing training programs for end users for banking application and new implemntations .

- Assist employee analyzing & solving their application problems.

- Receive user calls & Request for assistance, and log them in IT Help Disk systems.

- Escalate reported problems to responsible team within IT (Development team, networking, operation … (.

- Preparing incedent reports for reported problems/occurance and escalate to application support senior manager

- Reports applications problems and quries to related vendors through vendor help disk systems and follow up obtaiing solutions/system patches .

- Assist in testing and deployemnt applications proplems fixes .

- Monetoring software vendors performance accoring to SLA and support agreemnts and report any breaches or delay in resolutions to application support senior manager .

3. WORK CONTACTS:

- Has a frequent contact with various bank users to resolve reported proplems and occurances

- Has frequent contacts with external organizations who have electronic data transfer with the Bank (e.g. SWIFT, Master Card, Knet, ministries, etc..), other Banks and vendors.

- Has frequent contacts with vendors and service providers to respolve reported proplems or service outage .

Requirements

4. FREEDOM TO ACT:

- Suggest solutions to resolve reported problems and improve automated internal controls

- Reports to IT applications Senior Manager.

- Taking the appropriate immediate procedures to solve end user real time problems

5. MINIMUM REQUIREMENTS (EDUCATION-EXPERIENCE-SKILLS):

a) University Degree in Computer Science, Business, Banking, or equivalent.

b) 0-2 year experience in related work field .

a) Knowledge of banking user and application systems.

b) Proficient with usage of standard diagnostic and testing of software tools

c) Excellent English and Arabic communication skills, both verbal and written, and interpersonal skills to work in a multi-disciplinary and multicultural environment.

d) The ability to work under stress and beyond office hours to meet projected deadlines and milestones

e) Able to work independently and within a team-spirited environment.