Support engineer

Experience (indicate years of experience required for the role as well)

• 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 is required.
• 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.

Knowledge & Expertise

• 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 in 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.

Technology

• 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 optimization.
• ETL Tools & 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.
• API Knowledge – 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.