Applications Support Engineer

Purpose

Oversee the delivery of high-quality technical and operational systems support to customers and internal business functions. Minimizes the adverse impact of Incidents and Problems on the business and thwarts reoccurrence of incidents.

Responsibilities

1. Manage the problem management process workflow to facilitate activities across all applications support teams.
2. Participate in the implementation of application and infrastructure releases, and configuration changes.
3. Work with internal teams and external third-party vendors to troubleshoot and resolve problems.
4. Maintain appropriate application monitoring, performance tuning, and testing.
5. Acts as a First-line applications support on complex problems in ERP and NPFIs (internal and external) applications.
6. Participate in the implementation, Drilling, backup, and roll-back plans.
7. Follow-up with vendors to ensure services delivery is on time, and in line with business requirements.
8. Provide a summary and detailed report of the open tickets periodically, with insights that help in enhancing operations, suggesting new Ideas/features, or avoiding repeated issues.
9. Provide user training on ERP and NPFIs applications and new releases for new hires and team members. Shares technical and product knowledge with team members by organizing and providing product and technical training sessions as needed.
10. Ensure compliance with all applicable AML/CTF rules and regulations as required in the conduct of the role.
11. Ensure timely completion of all relevant AML/CTF training provided by the Group.
12. Ensure response to AML, CTF & sanctions inquiries in a timely manner.

Job Requirements

1. Bachelor's degree in MIS, CIS, Computer Engineering or equivalent.

2. 0 2 years experience in application support with up-to-date technologies, including exposure to the Banking Sector, Finance Sector, enterprise databases, designs, and implementation, including experience leading a team.

3. Extensive Experience in:

a. Familiarity with various databases especially Oracle and MS SQL Server.

b. Proficiency in various programming languages, troubleshooting and debugging, operating systems, and UI/UX.

c. Strong customer service skills as they will be interacting with users who may be facing issues with the application.

d. Proficient in problem-solving as they have to understand and solve issues related to the application.

e. Able to communicate technical information to a non-technical audience.

f. Understanding of ITIL Processes: Knowledge of ITIL procedures, like incident, problem, and change management is often needed.

g. Flexibility: Willingness to take on call duties or work outside normal working hours, as some issues may need immediate resolution.

4. Applications Experience in the following are Mandatory:

a. Oracle EBS Applications; Oracle Fusion Applications is a plus.

b. SMEs-related Applications and Business workflows.

c. Leasing-related Applications and Business workflows.

d. Factoring-related Applications and Business workflows.

e. Murex-related applications and Business workflows.

f. Odoo Applications.

g. Fresh Service ticketing system or similar.

5. Good command of Arabic and English.

6. Good communication skills (written, verbal and listening).

7. Able to build partnerships and work well in teams.

8. Multitasker, with the ability to meet challenging deadlines, and to prioritize and handle multiple projects.

9. Attention to details; ensure deliverables are always of a high quality.

10. Self-motivated and enthusiastic; a creative and resourceful independent thinker.

11. Flexible in handling of new tasks.

12. Can generate creative solutions and has the courage to take necessary decisions.

Thank you for your interest in applying to EFG Holding. Due to the high volume of applications/interest, please note that we are only able to respond directly to applicants that are shortlisted for interviews.