Job Description

Roles & Responsibilities

Job Purpose

The Support Analyst provides application support to resolve issues with computer programs, hardware, and peripherals, and is responsible for responding to technical queries and issues, resolving problems in a timely manner and providing technical recommendations.

The Support Analyst must provide exceptional customer service, perform user administrative responsibilities efficiently, and should be able to display excellent problem-solving skills and solid knowledge of IT solutions.

Key Accountabilities

1. Analyse client problems and document solutions.

2. Coordinate all production support issues with application development management. Provide technical support for production cycles jobs and troubleshoots issues.

3. Provide solutions and detailed documentation for network and system related issues.

4. Perform root cause analysis of problems.

5. Enhance existing production support procedures. Interact with infrastructure, release management, change management, QA, DBA and application teams.

6. Work with software developers, programmers and other teams to ensure technical compatibility and user satisfaction.

7. Assist customers for the purpose of improving processes related to system issues.

8. Maintain error logs and resolution reports in coordination with IT departments.

9. Offer recommendations - based on various metrics - on how to improve the support process in its entirety.

10. To be able to provide 24*7 support for the critical applications and incidents as per the policies and procedures.

Skills

Qualifications, Experience and Skills

Qualifications:

A bachelor's or Diploma degree in computer science, information systems (or a related field), or equivalent experience is required.

Professional Certifications:

ITIL v4 Foundation certificate preferred.

Experience:

§ 4+ years of experience in financial services providing platform development and support.

§ Technical and/or functional experience in one or more banking systems in the relevant subject area and platform.

Skills:

§ Strong knowledge of one or more relevant financial services domains.

§ Demonstrated analytical and technical design ability.

§ Strong written and oral communication / presentation skills.

§ Good time-management skills.

§ Must be self-driven, curious and creative.

§ Should be confident, energetic self-starter, with strong moderation and communication skills.

§ Must demonstrate the ability to work in diverse, cross-functional teams in a dynamic business environment.

Production Support Officer Gulf International Bank

Production Support Officer
Gulf International Bank