Newgen Technical Support Specialist

Job Summary

We are seeking an experienced Newgen Technical Support Specialist with 8–10 years of experience in the banking and financial services industry. The ideal candidate should possess strong technical expertise in the Newgen (iBPS/Omnidocs/Omniscan/Omniprocess/O2MS) platform, coupled with in-depth business knowledge of customer onboarding operations, other banking workflows and a good understanding of T24 core banking APIs and functionalities. The role requires hands‑on experience in production support, incident management, change requests, and project delivery for mission‑critical banking applications.

Candidates with prior experience supporting banks in the GCC region are highly preferred.

• Provide Level 1 and Level 2 production support for the Newgen application, ensuring high availability and adherence to SLA commitments.
• Analyze new requirements in Newgen, conduct impact analysis, prepare technical solution approach, estimation, and delivery schedule.
• Conduct development/customization and configurations in Newgen to meet new business requirements.
• Prepare documentation, manuals or user training materials for the development and customization in Newgen.
• Conduct quality assurance on the development and customizations before releasing for user testing, along with test report and evidence.
• Provide UAT support for fixes and resolution of issues during the testing phase.
• Prepare and build Newgen releases, artifacts for deployment on UAT and production.
• Maintain customized Newgen source code in a version control system maintained at client premises.
• Troubleshoot and provide fixes in production for defects related to local customization.
• DMS and iBPS configuration, workflows and document lifecycle management.
• Investigate, troubleshoot, and resolve production incidents, perform root‑cause analysis, and implement permanent solutions.
• Manage regular support incidents, service requests, problem tickets, and user queries.
• Analyze business requirements and implement application change requests in coordination with business and technology teams.
• Participate in application enhancement projects, upgrades, releases, and production deployments.
• Support end‑to‑end trade lifecycle processes within the Newgen iBPS platform.
• Work closely with account services, complaints, AML and vendor teams.
• Monitor application health, interfaces, and system performance, ensuring smooth daily operations.
• Troubleshoot issues related to interfaces, APIs, messaging, scheduled jobs, and database performance.
• Prepare technical documentation, support procedures, knowledge articles, and operational runbooks.
• Ensure compliance with IT governance, security standards, audit requirements, and change management processes.
• Participate in on‑call support and production maintenance activities when required.
• Involve in the DR activity and move the application from DR to production smoothly.

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
• 8–10 years of experience in Banking IT, with significant hands‑on experience supporting the Newgen platform.
• Strong experience in production support, incident management, change management, and project implementation.
• Experience supporting mission‑critical banking applications in production environments.
• Excellent analytical, troubleshooting, communication, and stakeholder management skills.

• Strong expertise in the Newgen product architecture and technical components.
• In‑depth knowledge of Newgen modules: iBPS, Omnidocs, Omniscan, Omniprocess, O2MS, BAM, Process Design, and Reports.
• Good understanding of Newgen customization, interfaces, and integration architecture.
• Strong SQL skills with Oracle and/or Microsoft SQL Server.
• Experience working in Unix/Linux environments with shell scripting.
• Working knowledge of Java for troubleshooting and support activities.
• Experience supporting APIs, middleware, messaging systems, and file‑based integrations.
• Familiarity with application monitoring, scheduling, and performance tuning.
• Experience using ITSM tools such as Service Now, Jira, or similar.

• Experience working with banks or financial institutions in the GCC region.
• Hands‑on experience with Newgen implementation, migration, upgrade, or transformation projects.
• Good understanding of banking regulations and operational practices within the GCC.
• Newgen certification or relevant banking technology certifications are desirable.