Technical Support Analyst Abu Dhabi Islamic Bank

Technical Support Analyst ATM Switch at Abu Dhabi Islamic Bank is responsible to provide Maintenance and Support Activities for ATM Switch and Self-Service Terminals and related applications in all environments DEV, SIT, DTS, UAT, PROD/DR. Also maintain the above systems and applications service availability as per the assigned SLAs and according to ITD systems/services availability report. Follow up and track vendor support issues and respond to incident tickets in a timely fashion. Track, resolve and report incidents and known errors through the approved processes, and follow Incident Management and Escalation process. As well as responsible to provide necessary support (analysis, documents, testing) for ATM Switch and Self Service Terminals areas’ related Projects / Enhancements / BAUs, and Integrations with other internal and external systems. Deliver Projects / Enhancements assigned Tasks / Requirements as per the defined scope and on Time.

Responsibilities of Technical Support Analyst ATM

Application Maintenance & Support

• Provide maintenance and support to ATM Switch and Self Service Terminals related applications.
• Maintain the service availability as per the assigned SLAs and according to ITD systems/services availability report.
• Monitor day to day ATM Switch and Self Service Terminals and related applications’ problems/errors.
• Investigate the problems and resolve them.
• Track and report incidents through approved processes.
• Follow up and track vendor support issues and respond to incident tickets in a timely fashion.
• Work proactively to ensure that none of the systems are out of support.

Application management Technical Support Analyst

• Ensure that Application Profile is built and kept up to date.
• Ensure that application documentation is maintained in library.
• Accountable to oversee application health in terms utilization, performance, availability, issues/defects, changes, vendor support, etc.
• The main activities related to application management that is monitored are as follows:
• Service and Change Requests: Accountable for proper planning, tracking, update and closure of all assigned Service and Change Requests.
• Incidents and Problem Tickets: Accountable for proper planning, tracking, update, and closure of all assigned Incidents within the specified SLA.
• Accountable to immediately report major incidents/ systems failures along with required details, Accountable for escalating the same to Manager by any means available.
• Review workarounds and assess to promote an incident to problems.
• Closure of VA and PT findings: Accountable to ensure that a plan is in place to process VA Assessments/Penetration Testing wherever applicable and supervise the closure of VA/PT findings, assigned, and executed on time in order to close all the findings against the plan.

What You’ll Do More?

• Operational Support: Implement measures, relevant KPI’s and other controls to monitor the performance of the application. Continuously monitor and enhance the technology, policies, and procedures of the supporting infrastructure to provide the optimum returns for the Stakeholders.
• Participate in Improving Turnaround Time to ITD processes that will lead to timely delivery of business services.
• Participate in Improving Service Availability of Applications, Systems and infrastructure.
• Participate in Introducing proactive / preventive actions to enhance service & customer satisfaction.
• Participate in Building /Improving IT Service Catalogue, Measure Service, Quality and Performance
• Goals: Responsible to actively contribute in achieving team goals and take necessary action.
• Dashboard: Responsible to submit a monthly dashboard highlighting his performance during the month, covering Service Desk interactions, Projects, Major Tasks, Availability & Performance of applications, outages, etc.
• Documentation Reviews (Standard, Procedure, Forms, Templates), Updates and Awareness: Accountable to review and update documents owned by him or provide valuable input to the document owner.
• RCSA: Responsible to review activities performed by him, or applications owned by him, or environment/ infrastructure associated with his application, and identify inherent risk, define controls, and take necessary action to mitigate any identified issues.
• Control Testing: Responsible for performing or actively participating in Control Testing, for controls owned by him or supporting other units in their control testing.
• Responsible to take required action to close Issues/Actions/Incidents in Arclogic that are a result of GAAR, ITCA, Control Testing, VA, Incidents, etc.
• Responsible to report progress on periodic basis.
• Reports: Responsible to timely provide required inputs for various reporting needs such as Daily Dashboard, GM Weekly Report, MBL, DM Weekly Report, MBR (Monthly Business Review) etc.

Projects, Application Enhancements / BAUs

• Participate in defining scope, and make sure of clear Business requirements.
• Handle / Deliver the assigned Tasks as per the agreed on scope and according to ADIB policy and procedure.
• Deliver the assigned Tasks on time. Prepare, Maintain and Update the required documents.

Information Security Technical Support Analyst

• Maintain Risk Free and Controlled IT environment.
• Report any potential or actual risks or incidents affecting the security of information.
• 0% violation, or failure of maintaining information security.

Application Vendor Management

• Ensure periodic Vendor meetings are held with proper MoM that covers discussion points, decision points and actions.
• Accountable to ensure that actions are assigned and completed as per agreed plan.

Requirements of Technical Support Analyst ATM

• Bachelor’s degree in Computer Science, Information Technology, Engineering (Telecom/Electronics).
• 8 years’ experience in IT environment with specialized experience in the assigned application portfolio and respective business domain, with minimum 5+ years in a similar role.

Skills and Knowledge Desired

• Domain knowledge of the respective business domain that is (ATM/CCDM and related applications).
• Technical/Functional understanding of assigned application portfolio.
• Communication Skills (both up and down steam).

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