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 banks dpertment to optimize usability of information systems and SLAOLA and increase the percentage of system avilability and stability 2 WORK PERFORMED amp MAJOR DUTIES To assist end users in solving their problems amp challenges related to varius banking applications and solutions as agreed SLA To support and conmtripute in supporting banks 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 nbspnbspnbsp software support end user training assist in preparation of addhoc reporting and regulatory reporting nbsp nbspnbspnbsp Perform setup and congiguration related to corporate internet banking and B2B customers nbspnbspnbsp Ensures efficient use of applications and business solutions nbspnbspnbsp Assist in preparing training programs for end users for banking application and new implemntations nbspnbspnbsp nbspAssist employee analyzing amp solving their application problemsnbspnbspnbsp Receive user calls amp Request for assistance and log them in IT Help Disk systemsnbspnbspnbsp Escalate reported problems to responsible team within IT Development team networking operation nbspnbspnbsp Preparing incedent reports for reported problemsoccurance and escalate to application support senior manager nbspnbspnbsp Reports applications problems and quries to related vendors through vendor help disk systems and follow up obtaiing solutionssystem patches nbspnbspnbsp Assist in testing and deployemnt applications proplems fixes nbspnbspnbsp Monetoring software vendors performance accoring to SLA and support agreemnts and report any breaches or delay in resolutions to application support senior managernbsp 3 WORK CONTACTSnbspnbspnbspnbspnbspnbspnbsp Has a frequent contact with various bank users to resolve reported proplems and occurances nbspnbspnbspnbspnbspnbsp Has frequent contacts with external organizations who have electronic data transfer with the Bank eg SWIFT Master Card Knet ministries etc other Banks and vendorsnbspnbspnbspnbspnbspnbsp Has frequent contacts with vendors and service providers to respolve reported proplems or service outage Requirements4 FREEDOM TO ACTnbspnbspnbspnbspnbspnbsp Suggest solutions to resolve reported problems and improve automated internal controlsnbsp nbspnbspnbspnbspnbspnbsp Reports to IT applications Senior Managernbspnbspnbspnbspnbspnbsp Taking the appropriate immediate procedures to solve end user real time problemsnbsp5 MINIMUM REQUIREMENTS EDUCATIONEXPERIENCESKILLSanbspnbsp University Degree in Computer Science Business Banking or equivalentbnbsp 02 year experience in related work field anbspnbsp Knowledge of banking user and application systemsbnbsp Proficient with usage of standard diagnostic and testing of software toolscnbspnbsp Excellent English and Arabic communication skills both verbal and written and interpersonal skills to work in a multidisciplinary and multicultural environment dnbsp The ability to work under stress and beyond office hours to meet projected deadlines and milestonesenbspnbsp Able to work independently and within a teamspirited environment
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