IT Support Engineer

Qualifications:

• Bachelor's degree in information technology or any related courses
• Wit at least 3 years relevant experience
• Has good understanding of different technology systems used for end user banking and internal bank users; Good understanding of IT service management methodologies and best practices; Good understanding of IT governance and compliance; Knowledge on banking, finance and accounting processes and procedures
• Ticketing & Incident Management: Experience with service desk tools (i.e. iVanti ITSM, Atlassian JIRA, ServiceNow) to log, prioritize, and manage issues according to Service Level Agreements (SLAs).
• Troubleshooting & Debugging: Proficiency in analyzing application logs, tracking error codes, and executing root cause analysis (RCA).
• SQL and Databases: Capability to write queries, inspect schemas, and troubleshoot data integrity or access issues in database systems (i.e. relational databases – Oracle, PostgreSQL, MSSQL; document databases -- MongoDB)
• Operating Systems & Scripting: Familiarity with Windows and Linux/Unix environments, paired with basic scripting (i.e. Bash, Python, PowerShell) to automate tasks
• APIs & Integrations: Familiar with reading API (i.e. REST, SOAP) documentation and testing endpoints to investigate integration failures and perform basic actions for troubleshooting

Responsibilities:

The IT – SUPPORT SPECIALIST is responsible for overseeing and managing the technology support team unit which covers the technical support for her/his aligned IT systems and applications. S/He ensures a stable production environment including L2 (application) support, production incident triage, service request handling, housekeeping tasks, and the implementation of industry best practices for L2 support. S/He works with the IT Engineering team, IT Service Management team, other technology support towers, and relevant stakeholders to align with the company wide support standards and ensure IT Service Management practices are followed and materialized. As the single point of contact for the applications in their scope, s/he is responsible for ensuring that SLAs are met by troubleshooting, investigating incidents and fulfilling requests in pursuit of timely resolution and completion.

• Ability to interact effectively at all levels of the organization (team, consultants, functional teams, management)
• Good understanding of IT Service Management, IT Operations Management etc. Proficiency on IT Service Management and Operations
• Requirement Analysis - The ability to understand requirements and trace them back to business goals/objectives
• Organizational Awareness - Understands and works in line with the organization's mission, operations, structure, and goals
• Excellent team working skills balanced with ability to work alone and a positive attitude People Leadership, Engagement & Development
• Good understanding and experience on banking, finance and accounting applications Business Acumen