Senior Engineer - Manager- SupportAddax Office Tower Reem Island, Abu Dhabi, United Arab EmiratesFull-timeDivision : GCOOSub Division : Group TechnologyCompany DescriptionNow it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region.
Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours.
Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.
Job DescriptionThe support manager plays a leading role in coordinating and managing the troubleshooting issues in the software and hardware applications within the organization.
They assist the applications supporting staff of company that is involved in solving IT system related issues. The Support manager work with other management staff to determine and implement specific technical needs and priorities of an organization.
Overseeing one or more information technology (IT) departments, support managers are responsible for maintaining a dynamic knowledge base of technical solutions to ensure that the organization's IT infrastructure is as efficient and productive as possible.
KEY ACCOUNTABILITIES : End to End handling of Digital application production issues with respective leads whom work ranging from ticket assignment including issue analysis and coordinate promotion to production.
Working in a stretch role to take forward production issues from analysis to production deployment.Follow production support processes and giving input to strengthen time to time.
Provide the status to stakeholders and working with vendors to review the design / fix / enabling for production deployments.
Own communication for incidents (Application major incidents, SLA Breaches) and responsible for communications with IT management.
Coordinate recurring issues and ensure long term resolution through proper incident and Problem management.Working with various teams like Infrastructure, development team to resolve, analysis of root cause for complex issues and outages.
Proactively monitor application and pre-empt issues, ensuring minimal downtime and delivery against service levels.Strong stakeholder managementBe a mentor and coach for assigned leads in the team.
Support applications and operations with technical consultation and specialized programming if needed.Communicate and document the support issues and escalating to the appropriate IT staff or vendor when necessary.
Coordinate activities among different business and technical groups.Carry out assignments, alone or as part of a team, applying knowledge, skills, and experience.
Demonstrate an understanding of the issues and problems raised and proposes viable solutions within the acceptable scope.
Maintain detailed knowledge of current practice within own area of expertise.Work with business users, IT business and technical support teams and vendors, monitor and report on the progress of required tasks and maintain an emphasis on the early identification and, rectification of problems.
Provide exceptional customer service that increases the current customer satisfaction levels.Provide appropriate and required guidance and support as needed for the Business Resumption Plan testing, including first-level testing as required.
Guide and assist in other on-going projects in other functional units, from time to time, as directed by the direct Group Leader, Manager, the Head of Business Applications Support Services and the Group Chief Information Officer.
Interface with internal and external entities (such as other project teams, ITD units, user departments, external businesses, suppliers, vendors, etc.
with respect to projects, costs information, software, hardware and other areas as required.Conform to IT and bank policy and procedures.
Fulfils departmental requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation, or education.
Strives to learn the job functions of the position’s immediate superior as well as peer-level positions with whom the individual interacts.
It is the responsibility of the individual to be prepared for temporary re-assignment and / or promotion due to extended illness, personal emergency or business necessity.
Solid Understanding of BAU support, incident, problem, problem management processes as well as escalation management across a diversified environment.
Strong team lead experienceStrong analytical and problem solving skillsExcellent organizational skills and attention to detailExcellent documentation, analytical, problem-solving and organizational skillsTalking to others to convey information effectively.
Monitoring / Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Adjusting actions in relation to others' actions.Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Time Management.Management of Personnel Resources.Understanding of Risk Management, Disaster Recovery, Business Continuity, IT Security Architecture and IT Regulatory Compliance.
Good written and oral communication skills.Direct customer communication experience would be an advantageHands on Production support experience in Digital Channels platform.
Java and .NET development knowledge would be an advantageSpecialized Skills : Should be proficient and having hands-on experience in application server administrationExperience integrating and working with Apache, Tomcat, LDAP, Sybase, Oracle and other related technologies preferred.
Experience with best practice methodologies (ITIL)QualificationsA University degree in Computer Science and / or equivalent experience.
Minimum 10 years of overall IT experience in the banking industry with minimum 4 years in the Run-the-Bank (RTB) lead role with a proven track record of working in financial environment.
Five plus years’ experience in system analysis, writing technical design and development specifications, test plan preparation, unit testing, and system integration testing and documentationFive plus years’ experience leading offshore resources in Level 2 / 3 support to achieve aggressive Service Level Agreement, key business controls and driving innovation to improve services.