Production Support Officer

Gulf International Bank; Saudi Arabia; On-site; SAR 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a Support Analyst to provide exceptional application support. This role involves resolving technical issues with computer programs and hardware while delivering outstanding customer service. The ideal candidate will have a diploma in computer science or a related field and 0-2 years of experience in financial services. You will be responsible for troubleshooting issues, enhancing support procedures, and collaborating with various teams to ensure user satisfaction. This position offers an exciting opportunity to grow in a dynamic environment while making a significant impact on the support process.

Qualifications

• Diploma in computer science or related field is required.
• 0-2 years of experience in financial services support.

Responsibilities

• Analyze client problems and document solutions.
• Provide 24/7 support for critical applications.
• Collaborate with teams to ensure user satisfaction.

Skills

Problem-Solving Skills

Customer Service

Technical Support

Documentation Skills

Education

Diploma in Computer Science

Information Systems

Job description

Job Purpose

The Support Analyst provides application support to resolve issues with computer programs, hardware, and peripherals. They are responsible for responding to technical queries and issues, resolving problems in a timely manner, and providing technical recommendations.

The Support Analyst must deliver exceptional customer service, perform user administrative responsibilities efficiently, and demonstrate excellent problem-solving skills along with solid knowledge of IT solutions.

Key Accountabilities

1. Analyse client problems and document solutions.
2. Coordinate all production support issues with application development management. Provide technical support for production cycle jobs and troubleshoot issues.
3. Provide solutions and detailed documentation for network and system-related issues.
4. Perform root cause analysis of problems.
5. Enhance existing production support procedures. Interact with infrastructure, release management, change management, QA, DBA, and application teams.
6. Collaborate with software developers, programmers, and other teams to ensure technical compatibility and user satisfaction.
7. Assist customers to improve processes related to system issues.
8. Maintain error logs and resolution reports in coordination with IT departments.
9. Offer recommendations based on various metrics to improve the support process overall.
10. Provide 24*7 support for critical applications and incidents as per policies and procedures.

Qualifications

Diploma degree in computer science, information systems, or a related field, or equivalent experience is required.

Experience

0-2 years of experience in financial services providing platform development and support.