Online Channel Support

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 DevOps 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.

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 capacity with a wide experience in handling of application systems and technical systems. Strong experience in team collaboration skills in a service culture, are required
• Working knowledge and experience of banking operations and related problems
• Willingness to work in shifts
• Ability to prioritize and handle multiple tasks
• Knowledge and ability to apply quality control techniques
• Strong written and verbal communication skills in English, Arabic an advantage
• Influencing, persuasion and negotiation skills
• Excellent interpersonal skills
• Ability to build partnerships and interact with all levels
• Planning, analytical and time management skills
• Excellent person to person communication skills