Support Engineer

Job Overview

This role focuses on providing robust support in digital channels within the investment and wealth management sector. The Support Engineer will play a crucial role in troubleshooting technical issues, coordinating with vendors and internal teams, and ensuring smooth IT operations in a high-pressure 24/7 production environment.

Key Responsibilities

• Demonstrate strong expertise in digital channel technologies.
• Possess deep understanding of investment and wealth management domains.
• Analyze and resolve technical challenges by collaborating with vendors and internal IT departments.
• Adhere to IT Change and Problem Management procedures.
• Utilize AWS DevOps tools, Kubernetes platforms, application servers, and web services effectively.
• Leverage Dynatrace for monitoring application performance and diagnosing issues.
• Support project managers in delivering medium-to-high priority IT initiatives.
• Review vendor solutions for compliance with technical and project requirements.
• Assist business users in comprehending system functionality and capabilities.
• Define and enforce SLAs for project deliverables, ensuring punctual completion.
• Investigate and manage resolution of business-reported issues through internal teams or vendors.
• Support project administrative tasks including planning and reporting.
• Assist in assembling project documentation like transition records and technical procedures.
• Support vendor evaluations and oversee contract adherence and quality.
• Ensure smooth transition from project phase to production support including thorough handover.
• Provide support for system integration testing (SIT) and user acceptance testing (UAT) facilitation.

Technical Proficiencies

• Deployment, scaling, and basic administration of OpenShift (Red Hat) Container Platform.
• Management and operations of AWS EKS Kubernetes clusters.
• Oracle Database 19c administration, including performance tuning and SQL scripting.
• API management through Kong API Gateway.
• Integration services on Temenos (Kony) Fabric Platform and observability via TIBCO ESB.
• CI/CD automation using GitHub Actions and Pipelines.
• Configuration and optimization of Kubernetes Horizontal Pod Autoscaling (HPA).
• Handling ETL operations for data processing.
• Debugging React JS frontend applications.
• Experience with messaging systems such as MQ and Topics.
• Basic administration and deployments on IBM WebSphere.
• Comprehensive knowledge of RESTful APIs and their lifecycle management.
• Mobile app publishing and version control on Android and iOS App Stores.
• Working with Oracle, SQL Server, and other relational databases.

Experience and Skills

• Minimum 4 to 5 years in IT with exposure to banking operations; 1 to 2 years managing application and technical systems.
• Proven ability to work collaboratively in service-oriented team environments.
• Strong communication skills in English; Arabic proficiency is an asset.
• Proficiency in prioritizing multiple tasks and applying quality control methods.
• Excellent interpersonal, negotiation, and influencing abilities.
• Willingness to work night shifts as required.
• Strong planning, analytical thinking, and time management skills.
• Capability to engage effectively with stakeholders across organizational levels.