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Job Description
RESPONSIBILITIES:
- Primary responsibility in monitoring and resolving issues related to all applications.
- Resolve incident tickets and respond to emails and phone calls from clients.
- Manage Incident Bridge, ensure prompt mitigation/resolution of impacting issues and proactively apprise stakeholders of the latest issue status.
- Investigate and resolve alerts generated by system monitoring tools through automation or interactive connection to the systems.
- Collaborate with L2 support groups to resolve complex issues.
- Document and communicate critical milestones/progress of ongoing incidents timely and accurately.
- Accurately and promptly assess/solicit the impact of a critical/major application outage.
- Correlate critical alerts on monitoring platform with actual system outages.
- Follow documented operations processes and resolution/escalation procedures.
- Resolve standard incidents promptly without escalation.
- Constantly follow-up on all open incidents and problem tickets to meet group objectives.
- Work on multiple platforms including ticket queue, mailbox, alert console and phone calls.
- Propose process/procedure improvements to better the department and services provided.
- Offer effective/sound recommendations to address repetitive issues
- Follow process improvement efforts within the department
- Provide routine L2 application support on multiple server platforms, in the resolution of incidents. Liaisons with L2 support groups in the resolution of incidents for complex, unfamiliar issues.
- Ability to understand application logs on common web, database and other applications.
- Support project schedules and changes which can include participation in UAT testing, creation of process and procedures, and assist with training specific to team.
- Proactively share resources and information and provide support to team members to achieve work objectives.
- Identify and offer possible solutions to issues that may impede collaboration and teamwork.
- Embrace change and accept ambiguity.
Job Requirements
- BS degree in Information Systems CS or related field, or 1-2 years relevant work experience preferably in financial services.
- Able to speak and write fluently in English and Arabic.
- Adept customer service background
- Windows or Unix Certifications is preferred or equivalent experience (1-2 years)
- Proficiency in analyzing and isolating anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
- Information Technology Infrastructure Library Foundation Certificate (ITIL) is preferred
- Develop and maintain technical skills through participation in on the job training and recommended training classes.
- Be able to assist junior team members
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