Job description

1. BASIC FUNCTION:

Represeting the first line of support in relation to banking applications and solutions , responsible to provide the optimum support and guidance to end users acorss all bank’s dpertment to optimize usability of information systems and SLA/OLA and increase the percentage of system avilability and stability .

2. WORK PERFORMED & MAJOR DUTIES:

- To assist end users in solving their problems & challenges related to varius banking applications and solutions as agreed SLA .

- To support and conmtripute in supporting bank’s clients in relation to self servcies and digital channles .

- Resolve operational applications problems reported by the end user.

- To monitor system avilability and data entigrity and report errors and inconsistencies and do the needfull escalations .

- To provide technical support for all areas of Material business. This includes ( Core banking , digital applications , other banking and buiness appilcations

-    , software support, end user training , assist in preparation of add-hoc reporting and regulatory reporting  ….)

-    Perform setup and congiguration related to corporate internet banking and B2B customers

-    Ensures efficient use of applications and business solutions

-    Assist in preparing training programs for end users for banking application and new implemntations .

-     Assist employee analyzing & solving their application problems.

-    Receive user calls & Request for assistance, and log them in IT Help Disk systems.

-    Escalate reported problems to responsible team within IT (Development team, networking, operation … (.

-    Preparing incedent reports for reported problems/occurance and escalate to application support senior manager

-    Reports applications problems and quries to related vendors through vendor help disk systems and follow up obtaiing solutions/system patches .

-    Assist in testing and deployemnt applications proplems fixes .

-    Monetoring software vendors performance accoring to SLA and support agreemnts and report any breaches or delay in resolutions to application support senior manager  .

3. WORK CONTACTS:

-       Has a frequent contact with various bank users to resolve reported proplems and occurances

-       Has frequent contacts with external organizations who have electronic data transfer with the Bank (e.g. SWIFT, Master Card, Knet, ministries, etc..), other Banks and vendors.

-       Has frequent contacts with vendors and service providers to respolve reported proplems or service outage .