Newgen Technical Support Specialist.

Dicetek LLC; Sharjah; On-site; AED 300,000 - 540,000; Full time

Job summary

Dicetek LLC is seeking an experienced Newgen Technical Support Specialist with 8–10 years in banking IT to provide Level 1–2 production support for the Newgen platform, including iBPS, Omnidocs, Omniscan, Omniprocess, and O2MS. The role emphasizes incident management, change requests, and project delivery for mission‑critical banking applications.

The ideal candidate will have strong SQL, Unix/Linux, and Java skills, plus experience with ITSM tools such as ServiceNow or Jira, and prior GCC

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
• 8–10 years of experience in Banking IT with hands-on Newgen platform support.
• Strong experience in production support, incident management, change management, and project implementation.
• Experience supporting mission-critical banking applications in production environments.

Responsibilities

• Provide Level 1 and Level 2 production support for the Newgen application, ensuring high availability and SLA adherence.
• Analyze new requirements in Newgen, perform impact analysis, and prepare technical solutions and delivery schedules.
• Conduct development, customization and configurations in Newgen to meet business requirements.
• Prepare documentation, manuals or user training materials for Newgen development and customization.
• Perform QA on developments and customizations before release and provide test reports.

Skills

Newgen suite

SQL

Unix/Linux

Java

ITSM tools

Production support

Incident management

Stakeholder management

Education

Bachelor's degree in CS/IT/Software eng

Tools

ServiceNow

Jira

Job description

Job Summary

We are seeking an experienced Newgen Technical Support Specialist with 8–10 years of experience in the banking and financial services industry. The ideal candidate should possess strong technical expertise in the Newgen (iBPS/Omnidocs/Omniscan/Omniprocess/O2MS) platform, coupled with in-depth business knowledge of customer onboarding operations, other banking workflows and a good understanding of T24 core banking APIs and functionalities. The role requires hands‑on experience in production support, incident management, change requests, and project delivery for mission‑critical banking applications. Candidates with prior experience supporting banks in the GCC region are highly preferred.

Key Responsibilities

• Provide Level 1 and Level 2 production support for the Newgen application, ensuring high availability and adherence to SLA commitments.
• Analyze new requirements in Newgen, conduct impact analysis, prepare technical solution approach, estimation, and delivery schedule.
• Conduct development/customization and configurations in Newgen to meet new business requirements.
• Prepare documentation, manuals or user training materials for the development and customization in Newgen.
• Conduct quality assurance on the development and customizations before releasing for user testing, along with test report and evidence.
• Provide UAT support for fixes and resolution of issues during the testing phase.
• Prepare and build Newgen releases, artifacts for deployment on UAT and production.
• Maintain customized Newgen source code in a version control system maintained at client premises.
• Troubleshoot and provide fixes in production for defects related to local customization.
• DMS and iBPS configuration, workflows and document lifecycle management.
• Investigate, troubleshoot, and resolve production incidents, perform root‑cause analysis, and implement permanent solutions.
• Manage regular support incidents, service requests, problem tickets, and user queries.
• Analyze business requirements and implement application change requests in coordination with business and technology teams.
• Participate in application enhancement projects, upgrades, releases, and production deployments.
• Support end‑to‑end trade lifecycle processes within the Newgen iBPS platform.
• Work closely with account services, complaints, AML and vendor teams.
• Monitor application health, interfaces, and system performance, ensuring smooth daily operations.
• Troubleshoot issues related to interfaces, APIs, messaging, scheduled jobs, and database performance.
• Prepare technical documentation, support procedures, knowledge articles, and operational runbooks.
• Ensure compliance with IT governance, security standards, audit requirements, and change management processes.
• Participate in on‑call support and production maintenance activities when required.
• Involve in the DR activity and move the application from DR to production smoothly.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
• 8–10 years of experience in Banking IT, with significant hands‑on experience supporting the Newgen platform.
• Strong experience in production support, incident management, change management, and project implementation.
• Experience supporting mission‑critical banking applications in production environments.
• Excellent analytical, troubleshooting, communication, and stakeholder management skills.

Technical Skills

• Strong expertise in the Newgen product architecture and technical components.
• In‑depth knowledge of Newgen modules: iBPS, Omnidocs, Omniscan, Omniprocess, O2MS, BAM, Process Design, and Reports.
• Good understanding of Newgen customization, interfaces, and integration architecture.
• Strong SQL skills with Oracle and/or Microsoft SQL Server.
• Experience working in Unix/Linux environments with shell scripting.
• Working knowledge of Java for troubleshooting and support activities.
• Experience supporting APIs, middleware, messaging systems, and file‑based integrations.
• Familiarity with application monitoring, scheduling, and performance tuning.
• Experience using ITSM tools such as ServiceNow, Jira, or similar.

Preferred Experience

• Experience working with banks or financial institutions in the GCC region.
• Hands‑on experience with Newgen implementation, migration, upgrade, or transformation projects.
• Good understanding of banking regulations and operational practices within the GCC.
• Newgen certification or relevant banking technology certifications are desirable.