ROLE AND RESPONSIBILITIES
Specialists in application support are essential to maintain functionality, usability and performance of applications within the bank.
They ensure smooth operations, resolve technical issues, facilitate improvements and support users in maximizing the value and benefits derived from applications they rely on.
Incident Management: Respond and resolve reported incidents relation to applications functionality. This includes receiving incident tickets, triaging and prioritizing issues, investigating the root cause and working towards timely resolution.
Troubleshooting and issue resolution: Diagnose and troubleshoot application issues reported by users. this may involve analyzing system configuration to identify and resolve problems.
User support: provide technical support and guidance for users experiencing difficulties or seeking assistance with application usage. This can involve responding to user inquiries and addressing userreported issues.
Documentation and knowledge Management: create and maintain documentation, knowledge base articles and troubleshooting guides for applications.
Collaboration with development teams: liaise with application development teams or External Vendors to escalate and resolve complex issues with requires code - level analysis or application enhancement.
Continuous Improvement: identify opportunities for process improvements and efficiency gains in application support.
Communication and collaboration: engage in effective communication and collaboration with users , stakeholders and other support teams.
PREFERRED SKILLS
Familiar with Switch EFT Systems /ATMs and POS
Application development/support Knowledge
Troubleshooting and problem solving
SQL knowledge
Documentation and reporting
Good communication skills (English and Arabic)
Adaptability (to adapt to changes in applications, systems and tools and being Open to learn new technologies and techniques to quickly adapt to changes in the environment)
Time Management
Collaboration
Continues Learning
Different OS knowledge (Windows, Linux) and scripting commands
