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