JOB PURPOSE:
To provide advanced and highly efficient technical & functional support for all production
applications.
KEY ACCOUNTABILITIES:
1. Perform the daily technical support tasks and handle the raised tickets related to in-domain Apps to properly close
and reply to customer and user issues.
2. Support the Senior Officer with analysing and diagnosing the technical problems in the supported applications in
the production environment.
3. Being on-call out of working hours for urgent system problems.
4. Report incidents to IT service desk and generate monthly reports of all detected and resolved issues to maintain
tracking history.
5. Perform the required deployments and prepare the change requests related to in-domain Apps and share them
with the Senior Officer to ensure deployments are done with no issues via performing the needed post production
checks.
6. Install software updates and new releases for the supported applications and terminals to avoid any service
interruption and the maximum acceptance.
7. Handle Automations for the manual tasks and handover to operations teams
8. Empower First Call resolution though User Empowerment through Self Services for both service desk and
customer care / call center; if applicable.
9. Troubleshoot and perform root cause analysis of all reported problems over the supported applications and share
it with the Senior Officer to take it forward.
10. Apply and test the fixes received from the vendor over test environment to ensure that issue is recovered.
11. Assist the Senior Officer in Sharing all changes, enhancements and projects in-domain by attending business and
technical training and to receive handover from implementation teams to be able to perform its production support.
Commercial International Bank
12. Maintaining and updating technical documents and procedures
