It Support Analyst jobs in United States

We have an urgent requirement for Technical Support Analyst-(ATM Switch & Self Service Terminal) one of our banking clients in Abu Dhabi, UAE

Role Purpose
Responsible to provide Maintenance and Support Activities for ATM Switch and Self Service Terminals and related applications in all environments DEV, SIT, DTS, UAT, PROD/DR.

Key Responsibilities

1. Provide Maintenance and Support Activities for ATM Switch and Self Service Terminals and related applications in all environments.
2. Maintain the service availability as per the assigned SLAs and according to ITD systems/services availability report.
3. Follow up and track vendor support issues and respond to incident tickets in a timely fashion.
4. Track, resolve and report incidents and known errors through the approved processes, and follow Incident Management and Escalation process.
5. Provide necessary support (analysis, documents, testing) for ATM Switch and Self Service Terminals areas’ related Projects / Enhancements / BAUs, and Integrations with other internal and external systems.
6. Deliver Projects / Enhancements assigned Tasks / Requirements as per the defined scope and on Time.

Key Accountabilities Of The Role

1. Application Maintenance & Support: Provide maintenance and support to ATM Switch and Self Service Terminals related applications. Monitor day to day ATM Switch and Self Service Terminals and related applications’ problems/errors. Investigate the problems and resolve them.
2. Application Management: Ensure that Application Profile is built and kept up to date. Ensure that application documentation is maintained in library.
3. Service and Change Requests: Accountable for proper planning, tracking, update and closure of all assigned Service and Change Requests.
4. Incidents and Problem Tickets: Accountable for proper planning, tracking, update and closure of all assigned Incidents within the specified SLA.
5. Closure of VA and PT findings: Accountable to ensure that a plan is in place to process VA Assessments/Penetration Testing wherever applicable.
6. Operational Support: Implement measures, relevant KPI’s and other controls to monitor the performance of the application.
7. Goals: Responsible to actively contribute in achieving team goals and take necessary action.
8. Reports: Responsible to timely provide required inputs for various reporting needs such as Daily Dashboard, GM Weekly Report, MBL, DM Weekly Report, MBR (Monthly Business Review) etc.

Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:

1. Domain knowledge of the respective business domain that is (ATM/CCDM and related applications)
2. Technical/Functional understanding of assigned application portfolio
3. Communication Skills (both up and down stream)

Previous Experience
8 years experience in IT environment with specialized experience in the assigned application portfolio and respective business domain, with minimum 5+ years in a similar role.

Skills: vendor management, incident management, application maintenance, support, business analysis, ATM switch, self service terminals, ATM, penetration testing, switch, service level agreements (SLAs), risk management.