Support engineer
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Key skills for this role
About the Role
Experience (indicate years of experience required for the role as well) At least 4–5 years in IT with a banking background, with at least 1–2 years in a role involving handling of application systems and technical systems.
Key Skills for This Role
Full Job Posting
Experience
- (indicate years of experience required for the role as well)
- At least 4–5 years in IT with a banking background, with at least 1–2 years in a role involving handling of application systems and technical systems. Strong experience in team collaboration within a service-oriented culture is required.
- Working knowledge and experience of banking operations and related challenges.
- Ability to prioritize and handle multiple tasks effectively.
- Knowledge and ability to apply quality control techniques.
- Strong written and verbal communication skills in English; Arabic is an advantage.
- Influencing, persuasion, and negotiation skills.
- Excellent interpersonal skills.
- Willingness and flexibility to work in night shifts as per business requirements.
- Ability to build partnerships and interact with stakeholders at all levels.
- Strong planning, analytical, and time management skills.
- Excellent person-to-person communication skills.
Knowledge & Expertise
- Strong knowledge and hands-on experience in Digital Channels.
- Solid understanding of the Investment and Wealth Management domain.
- Ability to analyze, troubleshoot, and resolve technical issues by coordinating with vendors and internal IT teams.
- Good understanding of IT Change Management and Problem Management processes.
- Practical experience with AWS DevOps tools, Kubernetes platforms, application servers, and web services.
- Experience in Dynatrace for application performance monitoring and issue diagnostics.
- Ability to work in a 24/7 production support environment and handle high pressure situations effectively.
- Support the Project Manager in delivering technology enabled initiatives and IT deliverables for medium, high, or strategic priority projects.
- Review vendor-provided solutions to ensure alignment with project and technical requirements.
- Assist business users in understanding system functionalities and technical capabilities.
- Define and agree on SLAs related to project deliverables and ensure timely fulfilment.
- Investigate business reported issues and manage resolution by working with internal IT or vendors.
- Support overall project administration, including project planning and reporting.
- Assist in preparing and coordinating project documentation (transition documents, technical procedures, etc.).
- Support vendor evaluation processes and monitor contract compliance and implementation quality.
- Assist the Project Manager in ensuring smooth transition from project to production and proper handover to the production support team.
- Provide support for SIT and ensure comprehensive UAT assistance for business users.
Technology
- OpenShift (Red Hat) Container Platform – Deployment, scaling, and basic administration.
- AWS EKS (Elastic Kubernetes Service) – Cluster management, deployments, and Kubernetes operations.
- Oracle Database 19c – Administration, performance tuning, and SQL development.
- Kong API Gateway – API management, routing, authentication, and observability.
- Temenos (Kony) Fabric Platform – Integration, service orchestration, and middleware capabilities.
- TIBCO ESB – Enterprise Service Bus observability
- GitHub Actions / GitHub Pipelines – CI/CD pipeline configuration and automation.
- HPA (Horizontal Pod Autoscaling) – Kubernetes autoscaling configuration and optimization.
- ETL Tools & Processes – Data extraction, transformation, and loading operations.
- React JS – Modern front end application debugging capabilities.
- Messaging Technologies – MQ, Topics, and related messaging frameworks.
- IBM WebSphere – Basic administration and deployment workflows.
- API Knowledge – RESTful APIs, integrations, security, and lifecycle management.
- Android & iOS App Store Management – Publishing, versioning, and release processes.
- Databases – Oracle, SQL Server, and other relational database engines.
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