Support & Maintenance Specialist

Job Purpose

Technical Support And Incident Management

• Responds to complex incidents and service requests related to GPSSA’s front-end systems, digital channels, enterprise integration, and data platforms, ensuring swift resolution and minimizing downtime.
• Utilizes advanced monitoring tools and techniques to proactively identify, address, and prevent potential issues, ensuring optimal system performance.
• Conducts thorough root cause analysis for recurring issues and implement long-term solutions to avoid future disruptions.
• Coordinates and manage the release management process for updates, software changes, and new feature deployments, ensuring minimal impact on business operations and adherence to the change management process.

Routine Maintenance And System Monitoring

• Performs routine maintenance tasks, including system performance monitoring, troubleshooting, and applying necessary fixes to maintain high availability and system reliability.
• Assists in the development and execution of maintenance schedules, ensuring timely patches, updates, and upgrades to maintain system security and functionality.
• Verifies the readiness of updates and system changes before deployment, ensuring compatibility with existing systems and minimal disruption to users and business processes.

Documentation And Knowledge Sharing

• Accurately documents recurring incidents, their resolutions, and lessons learned to create a knowledge base that enhances operational efficiency.
• Collaborates with team members to identify patterns in system issues and propose improvements to enhance system performance and overall user experience.

Cross-Functional Collaboration

• Works closely with Digital, Data & AI teams to ensure seamless integration of new developments, features, and capabilities into production environments.
• Communicates effectively with the helpdesk and other support teams to ensure coordinated efforts in addressing support requests and maintaining consistent service quality.
• Excellent analytical and troubleshooting skills with the ability to resolve complex technical issues under pressure.

Continuous Improvement

• Provides feedback on system performance and user experiences, contributing to initiatives aimed at enhancing service delivery and operational efficiency.

Vendor Coordination

• Assists in coordinating with external vendors for complex maintenance tasks, ensuring compliance with Service Level Agreements (SLAs) and clear communication of technical requirements.
• Monitors vendor performance, ensuring high-quality service delivery, adherence to SLAs, and prompt resolution of issues.

Self-Management Responsibilities

• Defines performance goals at the start of the year in discussion with the Line Manager and ensures that the goals are achieved during the course of the year.
• Identifies the training and development requirements for self and agrees on them with the Line Manager to ensure that the required trainings are arranged and attended.
• Strives to achieve the highest levels of proficiency on all the competencies and skills required to perform the role.
• Keeps abreast of professional developments, new techniques and current issues through continued education and professional growth.

Education And Experience

• Bachelor's degree in Computer Science Engineering, Information Technology, or a related field.
• ITIL Foundation Certification.
• Minimum of 6+ years of experience in IT support and maintenance, with a solid understanding of front-end systems and data platforms.
• The position is open to UAE National candidates only.