Project description
Reputed bank in Riyad is in need to implement a L2 support at onsite to minimize the downtime and improve the user experience of a customer facing mobile application and web portal.
Overall need swift resolution for all technical issues, also continuous monitoring and daily health of this customer centric critical application.
Responsibilities
Pre-analyzing support tickets, understanding and recreating issues
Gathering full details of any issue including actual result, messages, and data necessary for analysis
Confirming the priority, defining the owner, setting estimated response time
Dispatching to 3rd level support by way of tickets
Manage and/or fixing incidents that do not need a software release
Providing a workaround for the issues
Excellent soft skills and stakeholder management is crucial
Deep understanding of the local business culture and customs
Skills
Must have
Senior role, requires 10 years of experience in similar roles
Technical background (understanding of Software Engineering, Architecture, Java, React, Oracle, Flutter, IT infrastructure, Batch, SQL etc)
Experience with banking system integration challenges
Problem management
Tickets monitoring and clean-up
8/5 availability on site + on-call.
cover 24/7 or 24/5
Nice to have
NA
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