Application Support Analyst

Location: Abu Dhabi, UAE

Role Purpose:
 

• Actively participate and provide inputs for the operational plan.
• Plans and provides support and closely interacts with the Relationship Teams / Managers to develop or participate or contribute for the strategic plan and business plans of the Retail, Central Operations and related applications.
• Ensures the implementation of the Business Plans using the best-fit optimum technology, in conjunction with Project Managers, Technical Resources, and Business Resources and with Vendors in the agreed time frames.
• Oversee and direct, in conjunction with the respective System Analysts / Programmers or the analysis of business requirements, development of functional and program specification, relational database design, programming, testing, implementation and documentation for the Retail and Central Operations applications.
• Attend the Market Seminars and Industry Forums to keep abreast with the latest technological trends and best practices and implements the best practices for the Bank. Provide Business presentations of Technology and latest technology in a business savvy format.
• Implement short-gap or bespoke system for the continuity in Business Operations, where the Vendor is not capable to provide appropriate solutions.
• Ensure the application of SDLC Standards by their team members.
• Manage the incidents with the assistance of the System Analysts, Programmers to resolve them, convert them into known errors and design appropriate escalation procedures.
• Manage the Retail, Collection and Central Operations applications, Coordinate Vendor Support Issues, implements Enhancements and customization.
• Ensures that availability and performance targets are met for all Retail and Central Operations Systems and that optimum service levels are required.
• Execute the ad hoc instructions or provide flexibility within ethical and professional standards from line manager to achieve any exceptional business objectives, Internal IT objectives related to ADIB group including International Expansion.

Key Accountabilities of the role:

Strategy and Operational Planning:

• Actively participate and provide inputs for the operational plan.

Industry Awareness:

• Familiarize with the Technology Trends, Strategic use of technology by peers.
• Attend Trade Fairs and seminars to keep abreast with the latest developments.

Project Execution:

• Responsible for the preparations of Project Planning documents, Scheduling, Resource Planning, Cost Estimating and Budgeting, RISK Management for the Vendor acquired Systems for Retail & Operations Applications.
• Implement ITIL standards wherever applicable for the Software related issues.

In-House Applications Development:

• Act as a design lead and procure accurate, unambiguous Business Requirements from the Business Units and break them by WBS to assign the tasks to System Analyst/Programmers for delivery.

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.
• Identify and resolve application related security weaknesses.
• Ensures his team’s completion of Progress Reports and other required documentation.

Business Strategic Partnership Programs:

• Establish partnerships with the Business Stakeholders for a proactive approach and constant feedback to assess the operational requirements and process automation to remedy issues on a short term and long-term basis.

People:

• Plan and assign the resources appropriate to their skills, motivate and reward the Staff, partnership, leadership, support, direction and mentoring the team.

Communication:

• Conduct regular team meetings, one to one meeting with the team members to have a high level of communication culture.

Information Security:

• Maintain information security related to ADIB, throughout the period of employment.
• As soon as possible, report any potential or actual risks or incidents affecting the security of information to the helpdesk.
• Maintain risk free / controlled IT Environment at ADIB

Documentation / Process Ownership:

• The incumbent is responsible to follow documentation required for a particular process.

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

• Post graduate professional qualification, typically graduate plus 3 to 5 years of relevant experience.

Previous experience:

• Minimum 5+ years of relevant experience as technical team lead in banking domain preferably FinnOne.