Support Engineer

Dicetek LLC; Abu Dhabi; On-site; AED 240,000 - 360,000; Full time

Job summary

Dicetek LLC in Abu Dhabi seeks an experienced IT professional with a banking background to support and enhance digital channels and core systems. You will coordinate with vendors and internal IT teams to resolve issues, manage change, and ensure performance observability.

Responsibilities include reviewing solutions, assisting business users, and ensuring SLAs. Technical focus spans OpenShift, Kubernetes (AWS EKS), Oracle DB, API gateways, and CI/CD pipelines, with strong emphasis on production

Qualifications

• At least 4–5 years in IT with a banking background and 1–2 years in roles handling application and technical systems.
• Strong teamwork and service‑oriented collaboration.
• Excellent written and verbal English; Arabic is a plus.

Responsibilities

• Provide 24/7 production support coordination with vendors and internal IT teams.
• Review vendor solutions for alignment with project requirements.
• Support business users in understanding system functionalities and capabilities.
• Define SLAs related to project deliverables and ensure timely fulfilment.
• Assist in project planning, reporting and documentation transitions.
• Support SIT and UAT activities for business users.

Skills

Banking domain experience

Team collaboration

English communication

Tools

OpenShift

AWS EKS

Oracle Database 19c

Kong API Gateway

Temenos Kony Fabric

TIBCO ESB

GitHub Actions

CI/CD

RESTful APIs

WebSphere

React.js

MQ

Job description

Responsibilities

• 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 with 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.

Qualifications

• 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.
• 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.

Technical Skills

• 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 optimisation.
• ETL tools and 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.
• 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.
• Practical experience with AWS DevOps tools, Kubernetes platforms, application servers and web services.