Support Engineer

Technologies and Tools

• Open Shift Red Hat Container Platform Deployment and 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 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 Web Sphere 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

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 Dev Ops 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.