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Application Support Engineer

HQ

Job Details

Job Title:

Application Support Engineer

Section:

Application Support

Functional Level:

Entry

Department:

e-Payment Services

Sector

Operations

Reporting Lines

Reporting Lines:

Reports directly to:

Applications Senior Manager

No. of subordinates:

0

Budget:

N/A

Job Purpose

  • Operating the Information Systems by running, supporting the services and operational tasks that defined in the Operational Procedures.
  • Operate and execute whole applications / solutions requests and standard processes.
  • Solve standard business complaints across entire operations solutions and other echo systems.

Job Responsibilities

Specific objectives and deliverables will be agreed as part of your annual Performance and Development Review (PDR) process, the points below are a summary of your main duties and responsibilities.

Job-specific responsibilities:

  1. Act as a 2nd level support by accepting, evaluating, and solving operational problems.
  2. Log and report any out-of-line situations with its proper severity, Resubmit/Reprocess the rejected/failed transactions respecting the provided tools from Dev/Applications Mgt.
  3. Document the solution Steps to update the operations reference book and procedures
  4. Report the rejected/failed transactions respecting the provided scripts from Dev/Application management.
  5. Responsible for reporting regularly on the performance and status of the applications, prepare execution plans for mass actions & ad-hoc actions/requests
  6. Providing operational maintenance and manage the daily and standard regular tasks, processes, scripts, and Tools.
  7. Applying all Requests for create/modify business users of the Operations applications.
  8. Reporting on the performance and incidents of applications.
  9. Help in Developing monitoring and automation tools that would enhance the availability of live Systems and Increase efficiency.
  10. Build Proactive monitoring 12*7 for E-Payments services and other echo systems using e-finance tools.
  11. Managing platforms and systems interruptions that a consequence to apply system changes.

.

KPIs (Key Performance Indicators)

  • Applications’ performance 45%
  • Issues solving OLAs / SLAs 35%
  • Reporting 20%

Competency Model

Core Competencies

Level
  1. Working Strategically
  2. Customer Orientation
  3. Critical Thinking
  4. Agility 
  5. Innovation
  6. Leadership

1
1
2
2
1
1

Technical competency level

Technical Competencies

Level
  1. Problem-solving
  2. CX “Customer Experience”
  3. Incidents Management
  4. Project Management

B
B
B
B

Specifications: Qualifications, Experience, skills

Specifications (Qualifications, Experience and Skills):

Education       

Specialization:

  • Bachelor's degree in computer engineering or a comparable level of education and experience

Experience                 

  • Minimum 2 years of relevant experience.

Languages                 

  • English: Excellent command of (Speaking, reading, and writing).
  • Arabic: Native command of (Speaking, reading, and writing).

Conditions of Employment

  1. PPEs / Health, Safety, and Environment requirements: No
  2. Working Environment: 98% standard office work & 2% out of office.
  3. Working Hours : From 9:00 AM till 5 PM.
  4. Days Off: 2 Days/Week

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