Technical Support Analyst, ATM'switch

3 weeks ago

Abu Dhabi, United Arab Emirates Abu Dhabi Islamic Bank Full time

Technical Support Analyst, ATM Switch

**Role: Technical Support Analyst, ATM Switch**

**Location: Abu Dhabi**

**Role Purpose**:

- Incident Management and Escalation process.
- Provide necessary support (analysis, documents, testing) for ATM Switch and Self-Service Terminals areas' related Projects / Enhancements / BAUs, and Integrations with other internal and external systems. Deliver Projects / Enhancements assigned Tasks / Requirements as per the defined scope and on Time.

**Key Accountabilities of the role**:
**Application Maintenance & Support**:

- up and track vendor support issues and respond to incident tickets in a timely fashion.
- Work proactively to ensure that none of the systems are out of support.

**Application management**:

- Service and Change Requests: Accountable for proper planning, tracking, update and closure of all assigned Service and Change Requests.
- Incidents and Problem Tickets: Accountable for proper planning, tracking, update, and closure of all assigned Incidents within the specified SLA. Accountable to immediately report major incidents/ systems failures along with required details, Accountable for escalating the same to Manager by any means available. Review workarounds and assess to promote an incident to problems.
- Closure of VA and PT findings: Accountable to ensure that a plan is in place to process VA Assessments/Penetration Testing wherever applicable and supervise the closure of VA/PT findings, assigned, and executed on time in order to close all the findings against the plan.
- Goals: Responsible to actively contribute in achieving team goals and take necessary action.
- Documentation Reviews (Standard, Procedure, Forms, Templates), Updates and Awareness: Accountable to review and update documents owned by him or provide valuable input to the document owner.
- Control Testing: Responsible for performing or actively participating in Control Testing, for controls owned by him or supporting other units in their control testing. Responsible to take required action to close Issues/Actions/Incidents in Arclogic that are a result of GAAR, ITCA, Control Testing, VA, Incidents, etc. Responsible to report progress on periodic basis.
- Reports: Responsible to timely provide required inputs for various reporting needs such as Daily Dashboard, GM Weekly Report, MBL, DM Weekly Report, MBR (Monthly Business Review) etc.

**Projects, Application Enhancements / BAUs**:

- Participate in defining scope, and make sure of clear Business requirements. Handle / Deliver the assigned Tasks as per the agreed-on scope and according to ADIB policy and procedure.
- Deliver the assigned Tasks on time. Prepare, Maintain and Update the required documents.

**Information Security**:

- Maintain Risk-Free and Controlled IT environment. Report any potential or actual risks or incidents affecting the security of information. 0% violation, or failure of maintaining information security.

**Application Vendor Management**:

- Ensure periodic Vendor meetings are held with proper MoM that covers discussion points, decision points and actions.
- Accountable to ensure that actions are assigned and completed as per agreed plan.

**Specialist Skills / Technical Knowledge, Technical Competencies Required for this role**:

- Communication Skills (both up and down steam)

**Previous experience**:
Job ID 300002140787642

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