Associate Manager - IT Service Desk Engineer

Associate Manager - IT Service Desk Engineer Job Description

The job role is responsible for supporting the employees with all IT-related technical support issues to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships.
He/she must be knowledgeable in a broad, constantly evolving assortment of Information Technology, policies, and procedures, & must possess the maturity & reliability to provide user support accurately & consistently.
He/she will have responsibility for IT troubleshooting and problem-solving wherever possible, taking ownership of calls and researching solutions. He/she will also be involved in testing applications on the new desktop build.

Responsibilities

• Maintain services by measuring and monitoring availability, latency, and overall system health. Troubleshoot issues and analyse system performance.
• Respond to alarms/alerts promptly to service issues and requests
• Ensure a high level of service availability and possess the ability to diagnose server or network alerts, events, and issues
• Communicate and liaise with all product teams; notify appropriate parties immediately of any issues that may affect efficient operations
• Proactively supporting the underlying application infrastructure technology estate reducing service risk, inefficiencies, problems, and bugs.
• Ensuring required reactive and proactive activities are undertaken to ensure the SRE team is contributing to the successful meeting of SLAs in relation to service availability.
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support.
• Desire to learn and develop all necessary technical skills.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Develop training materials and procedures, and/or train users in properly using hardware and software.
• Responding to user requests and provide L1 support
• Perform any other duties assigned to by line manager related to the nature of the work
• Enforce, incorporate, and comply with all necessary controls and related information security policies, procedures, practices, training, reporting, personal due diligence and vigilance, within departmental/unit activities and operations.

Qualifications

Preferred Qualifications

• A tertiary-level qualification from an internationally recognized institution
  
  Years & Nature of Experience
• Recommended to be a fresh graduate to 3 years of experience in the same or a similar domain
• If with experience, would have been accountable for completion of assigned tasks and project work and has developed a level of competence to carry out work independently

Technical

• Customer Service Management
• Data Mining & Modelling
• Help Desk Support
• Troubleshooting

Behavioural

• Communication
• Flexible
• Learning Agility
• Analytical Skills

About Us

D360 Bank is a shariah-compliant digital bank that aims to provide the best financial experience in the Kingdom. Our Vision: To reinvent finance through innovation & technology making it convenient, accessible & fair to all.

About the Team

Embarking on a thrilling journey with the D360 Bank Technology team places you on the frontline of a revolutionary transformation in the financial and banking sector. Embrace the opportunity to immerse yourself in the world of DevOps philosophies, spearheading essential advancements in our applications and services. We wholeheartedly embrace the power of codification, employing cutting-edge Infrastructure and Configuration as code techniques, as well as automation, immutability, CI/CD, and scalability. All these endeavors are driven by our unwavering commitment to the ultimate satisfaction and security of our esteemed customers and users. Within our continuously compliant environment, you will play a vital role in shaping the future of banking technology, paving the way for unprecedented innovation and success Job ID 300000077114748