Application Support Analyst

ADIB Group; Abu Dhabi; On-site; AED 165,000 - 239,000; Full time

Job summary

A leading banking institution in Abu Dhabi seeks an Application Support Analyst to enhance their operations and compliance through technical analysis and support. The ideal candidate will have 5 years of experience in technical support, ideally in banking, and a Bachelor’s degree in Computer Science or a related field. Responsibilities include providing first-level support, coordinating vendor issues, and analyzing technical solutions to optimize banking processes. This role requires excellent problem-solving skills and teamwork abilities.

Qualifications

• 5 years of experience in a technical support role, ideally in banking.
• Proficiency in data analysis tools and techniques.
• Experience in system implementations.
• Understanding of banking branch compliance requirements and regulations.

Responsibilities

• Provide technical support to enhance banking operations and compliance.
• Coordinate vendor support issues and respond to service tickets.
• Track, resolve, and report incidents and errors.
• Conduct in-depth technical analysis for process optimization.
• Collaborate with teams to translate business requirements into technical solutions.

Skills

Excellent problem-solving skills

Teamwork

Attention to detail

Logical thinking

Knowledge of JAVA

Knowledge of Oracle/MS-SQL

Knowledge of IIS

Knowledge of WebSphere

Retail Banking Product Implementation

Education

Bachelor's degree in Computer Science or Information Technology

Job description

Description

Role : Application Support Analyst (Outsource)

Location: Abu Dhabi

Role Purpose:

Responsibilities

• Responsible for overseeing and executing implementation A skilled and motivated member to play a crucial role in providing technical analysis and support to enhance banking branch operations and compliance with regulatory standards. This position requires a blend of technical expertise implementation acumen and understanding of retail banking operations requirements.
• Follow up and track Services Co-ordinate Vendor Support Issues respond to service tickets in a timely fashion.
• Track resolve and report incidents and known errors through the approved processes.
• Follow the mandatory and obligatory standards set by the management in delivering the services.
• Completion of the assigned tasks to satisfy the Users needs within agreed time frame.
• Submit the report in timely manner based on ITD policies plans and procedures and attend to meetings as per work requirements & planning policies and submit / update the tasks status through the system biweekly basis and submit reports when required related to ADIB group including international expansion.
• Analyze the business and technical requirements for day-to-day activities/ problems including requests received from User for applications AMBIT SIGCAP QMS MOSAIC etc.
• Recommends multiple technical option / solution with appropriate information for the team leaders to choose a particular option.
• Make technical recommendations on Solution and systems to improve processes.
• Responsible for the technical design of the applications assigned.
• Provide 1st Level support for Branch application monitor day-to-day business Application Systems problems / errors.
• Assist in setup and configurations of the software modules concerning Branch systems.
• Coordinate activities with the Vendor regarding Change Requests Technical Support etc.
• Provide help during testing of Branch applications.
• Assist in project support activities such as Change Request Assessment Patch Development and Deployment
• Conduct in-depth technical analysis to identify opportunities for process optimization and system improvements within banking operations.
• Collaborate with cross-functional teams to understand business requirements and translate them into technical solutions.
• Evaluate implement and manage technology solutions along with the team to streamline banking operations and improve efficiency.
• Ensure seamless integration of new systems with existing infrastructure while maintaining data integrity and security.
• Analyse data and performance metrics to provide insights and recommendations for data correction along with Banking Operations & Compliance.
• Provide system knowledge and support to banking staff on new technologies and systems.
• Serve as a senior point of contact for technical issues offering timely resolutions to ensure uninterrupted banking operations.

Application Maintenance & Support

• Provide first level support to all readymade Banking Systems and Financial Applications
• Provide the maintenance & support to all Vendor applications.
• Monitor day-to-day business Application Systems problems / errors. Investigating the problems and resolving them.

Documentation / Process Ownership

• The incumbent is responsible to take ownership maintain & update documented processes or documentation related to his job function.
• In the event where processes or documentation are shared the incumbent shall be responsible to inform the owner of any document about required changes or improvements.
• Eliminate risk of using old processes.
• Used as a measurement for improvement.

Information Security

• Maintain information security related to ADIB throughout the period of employment.
• As soon as possible report any potential or actual risks or incidents affecting the security of information to the helpdesk.
• Maintain risk free / controlled IT environment at ADIB

Specialist Skills / Technical Knowledge Required for this role

• Excellent problem-solving skills.
• Capacity to work well within a team.
• Attention to detail & Logical thinking.
• Appropriate skills and knowledge of JAVA Oracle/MS-SQL IIS and WebSphere
• Retail Branch Banking Product Implementation knowledge Ambit SIGCAP QMS TCR systems (Preferred)

Previous experience

• 5 years of experience in a technical support role. Certifications are preferred but not required. Working knowledge and expertise with a variety of Branch Banking software and applications. Willingness to solve complicated problems and see projects through to completion.
• Bachelors degree in computer science Information Technology or a related field.
• Proven experience in technical / functional analysis and system integration within the banking.
• Understanding of banking branch compliance requirements regulations and standards impacting the banking sector.
• Proficiency in data analysis tools and techniques.
• Experience in system implementations as a key functional & technical member.
• Demonstrate experience and creativity in system development and application design.
• Combine IT expertise computer programming skills with business knowledge.

Required Experience: IC