Vertical Solutions Support - CNTG

Enoc; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

ENOC is seeking a Vertical Solutions Support specialist to deliver second line support for end users within the Terminal business. You will maintain, modify and administer applications, ensuring performance and upgrades while collaborating with vendors.

The role requires strong analytical skills, the ability to work independently, and excellent communication. Occasional on-site support and 24x7 availability to respond to IT operations calls are expected.

Qualifications

• Bachelor's degree in Computer Science, Engineering or equivalent.
• Certifications such as MCSD preferred.
• 5+ years IT experience; 2+ years in similar role.
• Experience with SCADA/OT systems desirable.

Responsibilities

• Provide 2nd level application support to end users.
• Maintain, modify, and administer applications and solutions.
• Collaborate with customers, team members and vendors on issues.
• Document and maintain knowledge base to share experience.
• Respond to incidents and restore service within SLAs.
• Support design, delivery, and improvement of applications and systems.

Skills

Analytical thinking

Problem solving

Customer communication

Teamwork

Independent working

24x7 availability

Education

Bachelor’s degree in Computer Science, Engineering or equivalent

MCSD certification

Tools

SCADA systems

Job description

Job Title

Vertical Solutions Support

Business

Terminal

Job Purpose

Delivers second line support to end users in the organization and responsible for solutions maintenance, modifications, performance, capacity, upgrades and administering applications and solutions.

Responsible for assisting in the design, delivery, and improvement of applications and systems.

Principal Accountabilities

• Should be able to work independently as well as in team.
• Must possess good analytical and problem-solving skills.
• Should possess ability to explain technical matters in non-technical terms to customers
• Should be able to effectively communicate (verbal or in written) with Customers, team members and Product vendors on the matters related to all functional or technical areas
• Documents and maintain Knowledge database to share experience and knowledge with team members to enhance efficiency and reduce single person dependence.
• Coordinate work tasks with Customer, team members, and Product Vendors to perform the tasks assigned efficiently in Timely manner
• Analyses business needs and conceptualises solutions to meet and exceed customer expectations
• Available 24x7 to respond for business or IT operation team calls and attend on site.
• Should be Customer centric, achieve customer satisfaction and maintain proper perspective in all activities.
• To provide 2nd level application support
• To maintain a high degree of customer service for all support queries and adhere to service management principles
• To restore the normal service operation as quickly as possible
• To take ownership of assigned incidents and provide a resolution within the agreed service levels
• To update the customer via the service desk team on the progress of the call

Additional Principal Accountabilities

• Maintain a log of any software problems detected and inform the delivery team
• Support users in the use of business applications by providing necessary training and advice
• To elevate calls hierarchically/functionally if the call cannot be resolved within the agreed service levels. Coordinates with Product principle to resolve reported incidents.
• Identifies issues, tracks, reports and resolves them in a timely manner
• Identifies and documents system deficiencies and recommends solutions
• Identifies patches to be applied to resolve incidents and coordinates with Infrastructure, application support team and users to apply the patch

Cyber Information Security Responsibilities

• Comply with all applicable information security policies, standards, and procedures.
• Classify and protect information assets in accordance with the Data Classification Standard.
• Participate in mandatory information security awareness and training programs.
• Support information security initiatives and activities within the organization.
• Consider information security requirements when managing changes involving information assets.
• Report security incidents, vulnerabilities, weaknesses, or non-compliance in accordance with established procedures.
• Fulfil role-specific information security responsibilities and contribute to maintaining the effectiveness of the Information Security Management System (ISMS).

Experience

Education

• Degree: Minimum Bachelor’s degree in Computer Science, Engineering or equivalent
• Preferable professional certifications: Certification in products like MCSD etc

Experience

• 5+ of Information Technology experience
• 2+ years of relevant working experience
• Working experience in multiple industries (e.g. Oil & Gas, Energy, Utilities, Retail, Government…) is preferable.
• Working experience of system development lifecycle methods and standards with hands on experience in various methods: (e.g. waterfall, iterative, agile, V Model…)
• Excellent knowledge in SCADA systems and operational technologies.