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

Skills: AWS DevOps , Kubernetes , application servers