Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

Job Description

The Senior Engineer, Support – ATM leads, coaches, and manages the group of teams that provide technical support to the Bank’s system, associated subsystems, applications, software tools, including installation, configuration, maintenance, as well as resolving the technical issues related to all bank systems. The Support role is responsible of IT Service Operating and Delivery based on ITIL best practices from Service Level, Availability, Capacity, Financial and IT Service Continuity perspectives. The Senior Engineer ensures that the support is done to provide the Bank with efficient and cost effective computerized integrated banking systems in line with achieving the Bank’s strategic, business, and technological objectives.

Key Responsibilities

• Troubleshoot and diagnose issues related to software, hardware, and networking.
• Ensure high availability and high scalability of all ATM/CDM server environments.
• Build automated processes wherever possible.
• Provide the required technical and application support to the teams.
• Be a mentor and coach for assigned Associate support staff in the team.
• Communicate and document the support issues and escalating to the appropriate IT staff or vendor when necessary.
• Coordinate activities among different business and technical groups.
• Carry out assignments individually or as part of a team, applying knowledge, skills, and experience.
• Demonstrate an understanding of the technical issues raised and proposes viable solutions within the acceptable scope.
• Maintain detailed knowledge of current practice within own area of expertise.
• Work with business users, IT business, and technical support teams and vendors, monitor and report on the progress of required tasks and maintain an emphasis on the early identification and rectification of problems.
• Provide customer service to increase the current customer satisfaction levels.
• Maintain documentation of existing systems and processes.
• Conform to IT and bank policy and procedures.
• Ensure monthly Application and DB Server OS patching on the servers following change management process.
• Ensure ATM OS patching is been done as per the Change Management process.
• Ensure and co-ordinate with the team to make sure the ATM Vulnerability Assessment scans are been done on monthly basis.
• Ensure Antivirus Scans are been done on the ATM’s on a regular basis to ensure secure and healthy ATM environment.
• Ensure performance standards and assigned KPIs are met.
• Performs at par or above the enterprise’s Information Technology performance standards.
• Strives to learn the job functions of the position’s immediate superior as well as peer-level positions with whom the individual interacts.  It is the responsibility of the individual to be prepared for temporary re-assignment and/or promotion due to extended illness, personal emergency, or business necessity.
• Fulfils departmental requirements in terms of providing work coverage and administrative notification during periods of personnel illness or vacation.

·        At least 12 years of technology experience in banking with significant exposure to Self Service Machine, Kiosk, and related applications. Experience in NCR ATM technology will be an advantage.

·        Deep knowledge of ATM OS (e.g. Aptra, NDC, downloads)

·        Be highly aware of market trends, new technologies, new Fintech products, and business models.

·        Be a good team player and self-motivated with strong analytical mindset plus able to manage multiple agile squads.

·        Deep understanding on non-functional requirements and experience using monitoring solutions such as AppDynamics.

·        Strong team building and people management skills are a must.

·        Experience in both waterfall and agile methodologies.

·        Excellent presentation, analytical and articulation skills.

·        Experience in supporting 24x7 systems is a must. 

·        Domain knowledge in ATM-CDM services is a must.

·        A University degree in Computer Science and/or equivalent experience. 

·        Must be confident, eager, and willing to take on new challenges.  Must be co-operative with good interpersonal, negotiation and conflict resolution skills.

·        Proficiency in MS Project, Visio, Jira, and Confluence is a must.

·        Knowledge and hands on working experience is following areas are required: AWS or Azure Cloud Services, ML and Analytics, full stack engineering practices and platforms

·        Capability to develop technical solutions to complex business problems from Proof of Concept POC to development, testing, production implementation and support.

·        Strong knowledge on cloud native services and its effective usage.