Support Engineer

Responsibilities

• 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 Dev Ops tools, Kubernetes platforms, application servers and web services.
• Experience with 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.

• 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.
• 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.

• Open Shift 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.
• Git Hub Actions / Git Hub Pipelines: CI/CD pipeline configuration and automation.
• HPA (Horizontal Pod Autoscaling):
  Kubernetes autoscaling configuration and optimisation.
• ETL tools and processes: data extraction, transformation and loading operations.
• React.js: modern front‑end application debugging capabilities.
• Messaging technologies: MQ, topics and related messaging frameworks.
• IBM Web Sphere: basic administration and deployment workflows.
• 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.
• Practical experience with AWS Dev Ops tools, Kubernetes platforms, application servers and web services.