Engineer, Digital Service Support (Field)

Job Purpose

System Support

• Perform regular system checks and provide support tasks to ensure all Digital Solutions systems are operating optimally and efficiently.
• Identify, diagnose, and troubleshoot technical issues within the Digital Solutions infrastructure to prevent potential disruptions and minimize downtime.
• Coordinate with external vendors and suppliers to facilitate system updates, maintenance, and repairs, ensuring all services meet the required standards.
• Monitor and follow up on incidents or issues pending or open with the assigned Digital Solutions team, ensuring timely resolution and support.
• This role emphasizes technical support and engineering tasks to uphold the efficient operation of Digital Solutions within ADNOC Distribution.
• Reporting and Documentation
• Prepare timely and accurate departmental statements and reports to meet departmental requirements, policies, and standards.
• Maintain and update project files to track service delivery and record project progress.
• Collect customer feedback on support services to analyse service shortcomings and present findings to the Digital Solutions Senior Engineer for review and possible support mechanism adjustments.

Customer Service Enhancement

• Develop strategies for improving customer service through enhanced digital support, ensuring customer satisfaction and fostering loyalty.
• Implement feedback mechanisms to continually assess and improve the quality of service provided by the Digital Solutions team.
• Collaborate with the marketing and communications teams to inform customers about new digital services and support options, enhancing the overall customer experience.

Support System Optimization

• Conduct regular evaluations and updates of support processes to ensure they are operating optimally and efficiently.
• Coordinate with external vendors and suppliers to facilitate the delivery of support services, ensuring all services meet the required standards.

Customer Service Enhancement

• Develop strategies for improving customer service through enhanced digital support, ensuring customer satisfaction and fostering loyalty.
• Implement feedback mechanisms to continually assess and improve the quality of service provided by the Digital Solutions team.
• Collaborate with the marketing and communications teams to inform customers about new digital services and support options, enhancing the overall customer experience.

Data Monitoring and Analysis

• Monitor and analyse support service data to identify trends, areas for improvement, and opportunities for innovation.
• Develop and implement data collection methods to capture key performance metrics.
• Use data analytics tools to interpret data and generate actionable insights.
• Provide regular reports to senior management to inform decision-making and strategic planning.
• Identify and address gaps in service delivery through data-driven strategies.

Supervision

• Plan, supervise and coordinate all activities in the assigned area to meet functional objectives.
• Train and develop the assigned staff on relevant skills to enable them to become proficient on the job and deliver the respective section objectives.

Budgets

• Provide input for preparation of the Section / Department budgets and assist in the implementation of the approved Budget and work plans to deliver Section objectives.
• Investigate and highlight any significant variances to support effective performance and cost control

Policies, Systems, Processes & Procedures

• Implement approved Section / Department policies, processes, systems, standards and procedures to support execution of the Section’s / Department work programs in line with Company and International standards.

Performance Management

• Contribute to the achievement of the approved Performance Objectives for the Section / Department in line with the Company Performance framework.

Innovation and Continuous Improvement

• Design and implement new tools and techniques to improve the quality and efficiency of operational processes.
• Identify improvements in internal processes against best practices in pursuit of greater efficiency in line
• with ISO standards to define intelligent solutions for issues confronting the function.

Health, Safety, Environment (HSE) and Sustainability

• Comply with relevant HSE policies, procedures & controls and applicable legislation and sustainability guidelines in line with international standards, best practices and ADNOC DISTRIBUTION Code of Practices.

Reports

Internal

• IT teams & Business units

External

• Consultants & Service providers

Minimum Qualification

• Bachelor’s degree in Computer Science, IT engineering or equivalent.

Minimum Experience & Knowledge & Skills

• 2 years relevant IT experience, with involvement in supporting system implementation, and IT Operational Management.
• Good planning and time management skills.
• Innovation and conceptual thinking.
• Ability to communicate and clarify technology solutions in business terms.
• Analytical thinking and decision-making skills.
• Good interpersonal skills.
• Teamwork skills.
• Effective communication and presentation skills.