Support & Maintenance Engineer (Outsource)

Role       : Support & Maintenance Engineer - Mosaic
Location : Abu Dhabi                       
Role Purpose:
Creative New Solutions

1. Prepare Technical Specification, Functional Specifications for assigned projects by himself or in conjunction with Vendors, Business Analyst or Business users for implementation.
2. Participates in the Business Workshops or Business Meetings with respective Team Leaders for detailed analysis and design of the expected systems with vendors or internally.
3. Organize and participate in Business Relationship Meeting for status update.
4. Responsible for Task Planning (WBS), Time Estimation and Resource estimation.
5. Responsible for writing, testing and maintaining program code for banks front-end applications.
6. Responsible for the development of related software modules, components, integration modules, bespoke development for the projects as required.
7. Technical Support for Mosaic and Sybase systems for Branch systems
8. System development in MOSAIC for enhancements and bug fixes.
9. Recommends multiple technical option / solution with appropriate information for the team leaders to choose a particular option.
10. Make technical recommendations on Solution and systems to improve processes.
11. Responsible for the technical design of the applications assigned.

Operational Excellence

1. Follow-up and track Services, Co-ordinate Vendor Support Issues, respond to service tickets in a timely fashion.
2. Track, resolve and report incidents and known errors through the approved processes.
3. Follow the mandatory and obligatory standards set by the management in delivering the services.
4. Completion of the assigned tasks to satisfy the Users’ needs and within the agreed upon time parameters. 

Others

Execute the adhoc instructions or provide flexibility within ethical and professional standards from line manager to achieve any exceptional business objectives, Internal IT Objectives related to ADIB group including international expansion
    
Key Accountabilities of the role      
In-house Application Development

Mosaic system development and production support for branch systems.

To manage and support SYBASE procedures for EOD execution 

( In-house Application Development 75% 

Business units should be provided quality application to address their business needs or process automation as per their requirements with a error free functional product. ) 
 

Operational Support 

Ensures that the relevant KPI’s and other controls to monitor the performance of the application are adhered to.

Assist to resolve application related security weaknesses 

Completion of Progress Reports and other required documentation.

(Operational Support 15% 

Ensures the Customer (Internal and External) satisfaction and assures the quality of the application.

ADIB Applications systems should be devoid of security holes and other weaknesses.

Provides Accountability for the efforts spent.)

Communication

Attend all the team meetings, one to one meeting to have a high level of communication culture.

Documentation / Process Ownership

Communicaiton 10% (Effectively communicates relevant project information to superiors. 

Resolves and/or escalates issues in a timely fashion.) 

Documentation / Process Ownership

The incumbent is responsible to take ownership, maintain & update documented processes or documentation related to his job function. In the event where processes or documentation are shared, the incumbent shall be responsible to inform the owner of any document about required changes or improvements. 

 Documentation / Process Ownership 5%

(The incumbent is responsible to take ownership, maintain & update documented processes or documentation related to his job function. 

In the event where processes or documentation are shared, the incumbent shall be responsible to inform the owner of any document about required changes or improvements) 

Eliminate risk of using old processes Used as a measurement for improvement

Information Security

Maintain information security related to ADIB, throughout the period of employment. 

As soon as possible, report any potential or actual risks or incidents affecting the security of information to the helpdesk.

Maintain risk free / controlled IT environment at ADIB
 

Specialist Skills / Technical Knowledge Required for this role:
 

1. Judgment/ Self- confidence / awareness of own limitations
2. A good role model leads by example.
3. Can formulate advice, suggest next steps
4. Can manage teams - i.e. selecting people, allocating roles, communicating and coordinating (smaller matters)
5. Understands different audiences / adapts style of interactions.
6. Anticipating, planning, understanding what is needed Understands role/ skill of other departments.
7. Organizational skills, can recognize issues which require to be referred to a senior
8. Manages customers’ expectations – scope of work / cost implications, how matter is to be resourced, progress against plan.
9. Understands customers’ requirements and how their work fits in