Job Description

Job Title – Technical lead- support service

Location- Abu Dhabi

Key Responsibilities & Accountabilities:

• Review solutions provided by vendors against the project requirement, assist the business in understanding system functionality, and coordinate for the project and change delivery, testing, and deployment in order to ensure a smooth and trouble-free transition in the production environment.
• Define and prepare a write-up test strategy and test plan for all digital platform functional releases
• Work closely with business owners, IT, and external vendors and facilitate reaching an agreement on problem-fix prioritization, acceptance criteria, etc.
• Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Provide support for all defined banking systems
• Participate in UAT review meetings, perform test results logging, report test results, and participate to resolve issues with IT and solution vendor
• Liaises with users to gather and consolidate the gaps existing in the deployed applications systems for enhancements, Report defects to the business side for system enhancement
• Contribute to the identification of opportunities for continuous improvement of IT systems, processes, and practices taking into account international best practices, improvement of business processes, cost reduction, and productivity improvement
• Manage production applications and systems, analyze incidents and troubleshoot issues, provide solutions, and coordinate with stakeholders for the deployment of fixes, testing, and production implementation of releases in order to facilitate banking operations and un-interrupted customer service
• Coordinate and support problem management, change management, conducting IT health checks, capacity planning, patch deployment, risk profiling, and system integration, in order to ensure the bank’s technology systems are secured and robust.
• Contribute and provide assistance in software testing, implementing integration methods, software deployment, and problem and change management processes in order to ensure successful implementation and usage of the system to facilitate banking operations

Education & Experience:

• At least 15 years of experience in technology services with a banking industry background, with at least 6 years in a managerial capacity for management of financial applications/technical systems
• Experience in UAT testing or system rollout, 
• digital banking/financial service experience is a plus
• Knowledge of IT Project Management; IT Quality Processes; IT Security policies
• Strong Experience in managing technical support professionals.
• Excellent written and verbal communication skills.
• Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
• Ability to successfully communicate and coordinate with departments across the organization including Sales, Operations, Consulting, CSM, QA, Program Management, and Product Management
• Strong Escalation management experience with multiple stakeholders including vendors.

• Must Have: Banking Project Tech lead in Java, Oracle, LINUX env.
• System Development
• Application Support and Tech Leads
• API & 3rd Party Integration Components (ex: IBM MQ,WEB SERVICES, SOAP etc)
• 5+ years of experience of the vendor & it's resources in System Enhancements of Banking Applications
• Number of clients / customers to whom Teach Lead support Services are being provided currently
• Bug bounties or have industry recognition for their Agile System Developmet & Scrum skills
• RFP Response (Approach / Methodology)

Certifications Any 1 or 2 required:

• PMP
• SCRUM
• Business Analysis"