TAT IT Technolgies
Technical Support – ATM Channel Solutions(Retail Banking)
TAT IT TechnolgiesUnited Arab Emirates4 days ago
ContractInformation Technology
We have an urgent requirement for Technical Support – ATM Channel Solutions(Retail Banking) of our banking client in Abu Dhabi, UAE

Role Purpose

Responsible to provide Maintenance and Support Activities for Self Service Terminals (ATMs, CCDMs) and related applications in all environments DEV,SIT, DTS, UAT, PROD/DR.

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

Provide necessary support (analysis, documents, testing, meetings) / Consultation for ATM/CCDM 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

  • Application Maintenance & Support:

Provide maintenance and support to SSTs and related applications. Maintain the service availability as per the

assigned SLAs and according to ITD systems/services availability report. Monitor day-to-day SSTs 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:

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 work

arounds 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.

  • 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 policy and procedure. Deliver the assigned Tasks on time. Prepare,

Maintain and Update the required documents.

  • Information Security:

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.

Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:

  • 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)

Skills: support,application,atm

Key Skills

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