Technical Support Specialist

1- Experience in APM, preferably Dynatrace products and Cloud knowledge (MS Azure).

2- Ability to identify, understand and resolve technical product problems ensuring the highest customer support experience is maintained.

3- Experience investigating and performing deep analysis of technical product issues and cooperating with Development and Product Management teams to solve those issues

4- Constant drive to learn and train in new product features and technologies

5- Exchanging and sharing knowledge with other colleagues including suggestion of product improvements.

6- Technical knowledge of Programming, Web (HTML, XML, Javascript), Java, .Net, Cloud and Microservices, Database, Linux, Networking

7- Knowledge and skills in Software Intelligence and Observability solutions such as Dynatrace, Mobile Development, Application Security or Kubernetes would be a plus.

8- Knowledge of the banking operations and the critical areas within the IT Departments of a bank.

9- Knowledge and support experience in core banking and support systems of the banking environments.

10- Knowledge and experience in supporting users with daily application errors and issue then communicate it via mail and phone to the corresponding teams.

11- Updating and preparation of the availability reports and systems.

12- Knowledge of the monitoring and escalation IR creation and following up processes.

13- Communication skills towards the stakeholders and creating IR’s accordingly.

14- Knowledge and experience in multiple environments and systems monitors related to Banking.

15- Experience in availability report preparation specially MS Excel and power point etc.