Application Support Analyst

Role: Application Support Analyst
Location: Abu Dhabi

Role Purpose:

1. Actively participate and provide inputs for the operational plan.
2. Plan and provide support and closely interact with the Relationship Teams / Managers to develop or contribute to the strategic and business plans of the Retail, Central Operations, and related applications.
3. Ensure the implementation of the Business Plans using the best-fit optimum technology, in conjunction with Project Managers, Technical Resources, Business Resources, and Vendors within the agreed time frames.
4. Oversee and direct, in conjunction with the respective System Analysts / Programmers, the analysis of business requirements, development of functional and program specifications, relational database design, programming, testing, implementation, and documentation for the Retail and Central Operations applications.
5. Attend Market Seminars and Industry Forums to keep abreast of the latest technological trends and best practices, and implement the best practices for the Bank. Provide business presentations of technology in a business-savvy format.
6. Implement short-gap or bespoke systems for continuity in Business Operations when the Vendor is unable to provide appropriate solutions.
7. Ensure the application of SDLC Standards by team members.
8. Manage incidents with the assistance of System Analysts and Programmers to resolve them, convert them into known errors, and design appropriate escalation procedures.
9. Manage the Retail, Collection, and Central Operations applications; coordinate Vendor Support Issues; implement enhancements and customization.
10. Ensure that availability and performance targets are met for all Retail and Central Operations Systems and that optimum service levels are maintained.
11. Execute ad-hoc instructions or provide flexibility within ethical and professional standards from the line manager to achieve exceptional business objectives and 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 Technology Trends and the strategic use of technology by peers. Attend Trade Fairs and seminars to keep abreast of the latest developments.

Project Execution:
Responsible for the preparation of Project Planning documents, Scheduling, Resource Planning, Cost Estimating and Budgeting, and RISK Management for the Vendor-acquired Systems for Retail & Operations Applications. Implement ITIL standards wherever applicable for 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 down by WBS to assign tasks to System Analysts/Programmers for delivery.

Operational Support:
Implement measures, relevant KPIs, 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 optimum returns for the Stakeholders. Identify and resolve application-related security weaknesses. Ensure the team's completion of Progress Reports and other required documentation.

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

People:
Plan and assign resources appropriate to their skills, motivate and reward staff, and provide partnership, leadership, support, direction, and mentoring to the team.

Communication:
Conduct regular team meetings and one-on-one meetings with team members to foster a high level of communication culture.

Information Security:
Maintain information security related to ADIB throughout the period of employment. Report any potential or actual risks or incidents affecting the security of information to the helpdesk as soon as possible. Maintain a risk-free/controlled IT Environment at ADIB.

Documentation / Process Ownership:
The incumbent is responsible for following the documentation required for a particular process.

Specialist Skills / Technical Knowledge Required for this Role:
Postgraduate professional qualification, typically graduate plus 3 to 5 years of relevant experience.