Support Engineer

• Knowledge & Expertise 1. 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. Technology 1. OpenShift (Red Hat) Container Platform – Deployment, scaling, and basic administration. • AWS EKS (Elastic Kubernetes Service) – Cluster management, deployments, and Kubernetes operations. • Oracle Database 19c – Administration, performance tuning, and SQL development. • Kong API Gateway – API management, routing, authentication, and observability. • Temenos (Kony) Fabric Platform – Integration, service orchestration, and middleware capabilities. • TIBCO ESB – Enterprise Service Bus observability • GitHub Actions / GitHub Pipelines – CI/CD pipeline configuration and automation. • HPA (Horizontal Pod Autoscaling) – Kubernetes autoscaling configuration and optimization. • ETL Tools & Processes – Data extraction, transformation, and loading operations. • React JS – Modern front end application debugging capabilities. • Messaging Technologies – MQ, Topics, and related messaging frameworks. • IBM WebSphere – Basic administration and deployment workflows. • API Knowledge – RESTful APIs, integrations, security, and lifecycle management. • Android & iOS App Store Management – Publishing, versioning, and release processes. • Databases – Oracle, SQL Server, and other relational database engines. • (indicate years of experience required for the role as well) 1. At least 4–5 years in IT with a banking background, with at least 1–2 years in a role involving handling of application systems and technical systems. Strong experience in team collaboration within a service-oriented culture is required. • Working knowledge and experience of banking operations and related challenges. • Ability to prioritize and handle multiple tasks effectively. • Knowledge and ability to apply quality control techniques. • Strong written and verbal communication skills in English; Arabic is an advantage. • Influencing, persuasion, and negotiation skills. • Excellent interpersonal skills. • Willingness and flexibility to work in night shifts as per business requirements. • Ability to build partnerships and interact with stakeholders at all levels. • Strong planning, analytical, and time management skills. • Excellent person-to-person communication skills.