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Frontline Support O&T SSCU

Riyadh, Riyadh Province · Information Technology
Job Description  :           
1) Financials/Output (Income/Expenses, Quality/Quantity)           
2) Customer/Product/Market (e.g. Satisfaction, Acquisition, Retention, Cross-sell/Share-of-wallet, Relationship, Service, Product/Solutions)            
  • Knowledge on latest emerging technologies and concepts            
  • Monitor core Network and escalate issues to Network engineers and regional heads in timely manner.            
  • Ensure reported problems are registered through Service Manager            
  • Monitor infrastructure  and back-end applications            
  • Generate MIS Reports            
  • Provide assistance on requests and assisgn or escalate to various support  teams in tiemely manner.  Ensure SCCU Head is informed immediately when critical services are interupted            
  • Maintain the escalation process document and inform required staff for any system downtime            
3) Process/Technical Knowledge/Skills (e.g. Risk, Controls, Compliance, Audit, Productivity, Quality, Discipline, Change Management, Adaptability, Success Transfer)            
  • Troubleshoot alerted/reported incindets and endeavor for their prompt resolution.            
  • Coordinate with stakeholders & provide the root cause analysis if applicable.            
  • Ensure full compliance to all SAMBA and STG policies and procedures as defined in STEPS.            
  • Maintain Local Procedures as per the Corporate Policy and standards.            
  • Monitor System/Database Server resources on continuous basis and highlight any performance/availability issues.            
  • Handle Level1 support for all Samba Applications and Systems Support            
4) People/Leadership/Teamwork/Corporate Citizenship (e.g. Collaboration/Team work, Knowledge sharing, Development, Sharing Resources/Helping others)            
  • Ability to react and manage effectively CRITICAL situations            
  • Demonstrated ability to work effectively under pressure and deliver results            
  • Coordinate and manage issues span across departments            
  • Checking the E-mails and Support the user queries / requests immediately.            
5) Others            
  • Monitoring and Actions on Critical System and Application Alerts.            
  • Period Health Checks on Critical Systems, Databased, Services and Channels.            
  • Incident Management – Identification, Escalation, Notification and Resolution.            
  • 24*7 Service monitoring & Call Registration based on Shift Schedule            
  • User Account Management  & User Access Management            
  • User Entitlements            
  • 1st Level Sys & Apps Support             
  • Business Communications            
  • Proactive issue identification and resolution.            
  • Micro-Monitoring and Alerting            
  • Incident Management            
  • Handle Branch and network outage reporting            
  • Publish Daily, Weekly and Monthly Reports.            
  • Provide Approval for the Off-Hrs password release.            
Kind Regards,

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