Application Support Analyst

Abu Dhabi Islamic Bank PJSC; Abu Dhabi; On-site; AED 120,000 - 160,000; Full time

Job summary

A leading bank in the UAE is seeking an experienced Application Support Analyst. This role involves providing technical support to enhance branch operations and ensure compliance with regulatory standards. Candidates should have a Bachelor's degree in IT, 5+ years of technical support experience, and knowledge of systems like Ambit and SIGCAP. The position offers a pivotal role in supporting banking operations in Abu Dhabi.

Qualifications

• 5+ years of experience in a technical support role.
• Proven experience in technical / functional analysis within banking.
• Understanding of banking branch compliance requirements and standards.

Responsibilities

• Oversee and execute implementation for banking operations.
• Coordinate Vendor Support Issues and respond to service tickets.
• Provide 1st Level support for Branch application.

Skills

Problem-solving skills

Teamwork

Attention to detail

Logical thinking

JAVA

Oracle/MS-SQL

IIS

WebSphere

Education

Bachelor’s degree in computer science, Information Technology, or related field

Tools

Ambit

SIGCAP

QMS

Job description

Role :Application Support Analyst (Outsource)
Location: Abu Dhabi

Role Purpose:

• 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)
• 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.
• Bachelor’s 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.

Job Info

• Job Identification 3487