Application Support Echannels
AAJ Technologies, Qatar

Provide a key contribution to the Applications Support Team through taking responsibility for one or more Divisions of the business (eg Treasury), specific systems, or for a number of applications. Provide high quality support to ensure the maximization of the efficiency and effectiveness of all applications across the organization.

Detailed Roles and Responsibilities:

FINANCIAL
· Maintain excellent knowledge of the applications / systems for which you are assigned responsibility. Proactively identify potential issues and problems and mitigate before they arise and cause issues or downtime to the organization


CUSTOMER
· Build and maintain strong and effective relationships with all staff across all Divisions to understand and address their application issues and queries and resolve

INTERNAL
· Provide technical support for internal and external users in relation to one or more of the following systems or applications;

• Internet Banking
• Mobile Banking
• Cryptomathic
• Microsoft Dynamic CRM
• Middleware - Microsoft BizTalk
• SMS Banking
• Xerox Printing Server Applications
• IVR
• Call Center Application- Unison
• SQL Server Queries

· Maintain a high degree of customer service. Take ownership for ensuring timely and accurate responses with appropriate resolutions
· Escalate complex issues and consult as applicable
· Attend all technical meetings held to discuss the applications / systems with which you work
· Propose ideas for the modification of existing systems in response to new applications and changing business requirements to the Application Support Manager
· Be willing to take on additional ad hoc projects over and above the day to day tasks
· Share common issues with wider team to share knowledge, particularly those working on the help desk
· Perform daily back up procedures are implemented and system / application maintenance is completed in line with internal policies / procedures
· Conduct a weekly health check of servers
· Ensure sufficient documentation of all activity is maintained
· Ensure high standards of confidentiality to safeguard commercially sensitive information
· Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required

LEARNING AND DEVELOPMENT
·Operate as a team player within the Applications Support team and across the wider IT division. Share knowledge with others to strengthen capability of the team Maintain a focus on self-development by spending time reading and researching competitor activity, recent innovations and best practice

Bachelor degree in Computer Science, IT or a related field
· 3+ years of relevant experience in IT, ideally within a financial services environment
· Strong English and, ideally, Arabic language skills