Service Operations Engineer

Main Duties:

• 24/7 Monitoring to all bank applications and services
• Provides first line of support for the users by detecting, diagnosing and restoring the normal service as quickly as possible, in order to minimize disruption to business applications.
• Support core banking applications .applications Support, troubleshooting for initial enquiries and escalation for more complex technical problems.
• Act on the collected technical information requirement regarding to new projects and deployments.
• Work directly with technology staff, and end users, to ensure the deployment and configuration of software based on the first line support perspective
• Use the “HPSM” as common single platform for management IT solutions by a consistent set of processes to handle service delivery and support quickly and efficiently.
• Respond to requests and inquiries from end users within the pre-determined timeframe of our service level agreement
• Identify solutions to work around open issues / problems that are under investigation or pending resolution.
• Report the analytical daily statistics and recommend actions to resolve any issues that arise.
• Document, and track, case histories, issues, and actionable steps taken.
• Ensure availability to be for 24 /7.
• Foster & maintain relationships with business stakeholders, support, testing and development team members.
• Understand, document and communicate system logic and business processes to non-technical interested parties.
• Adhere to systems, policies, procedures, and productivity standards.
• Self-initiate, work productively when unsupervised and multi task across multiple concurrent projects.
• Support critical events (Such as BCP).
• Comply with COMPANY security policies.
• Comply with team’s SOP (policies and procedures)
• Presenting to team leader headline status and analysis with recommendations for changes on regular basis