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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 .
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