Specialist Application Support Engineer

Provide specialist support and advanced technical troubleshooting for critical IT applications across the application lifecycle, enabling the stability, availability, and performance of applications in line with current and emerging business requirements of Abu Dhabi Securities Exchange (ADX).

Key Accountabilities:

Provision of Specialist Support

• Contribute to the planning and organizing of the work for junior team members to support timely achievement of unit objectives in line with quality standards.
• Provide on-the-job training and constructive feedback to assigned teams to support their overall development.
• Promote the organization's values and ethics in all activities within the team to support the establishment of a value drive culture within the organization.
• Provide input and implement policies, systems, and procedures for the assigned team so that all relevant procedural requirements are fulfilled.

Application Specialist Support

• Facilitate the successful execution of the IT application strategy across the Group, ensuring that all application support initiatives and efforts adhere to business objectives as well as Technology & Digital needs while contributing to enhanced system performance.
• Provide specialist support for critical IT applications, responding to user queries and troubleshooting issues to ensure swift issue resolution with minimal system downtime.
• Conduct regular system maintenance activities on the Group's IT applications, including updates, patches, and performance optimizations, ensuring continuous reliability as well as optimal functioning of systems.
• Stay updated on industry best practices and emerging technologies relevant to application support, proposing innovative ideas to improve efficiency and performance.
• Implement a feedback loop with end-users, development teams, and stakeholders to gather insights and suggestions for improvement, ensuring that the IT applications align with user expectations and quality standards.

Technical Troubleshooting

• Conduct thorough investigations and analyses of technical issues, utilizing diagnostic tools and methodologies to identify root causes, thereby ensuring effective troubleshooting and resolution.
• Develop and implement effective solutions to resolve application-related problems tailored to the Group's specific needs, enhancing efficiency, and improving user experiences.
• Conduct root cause analysis of application issues and outages, investigating underlying causes, identifying contributing factors, and implementing corrective actions and preventive measures to mitigate recurrence.
• Maintain comprehensive documentation of application configurations, support processes, and issue resolutions, building an organized and accessible knowledge repository for future use.
• Create comprehensive user guides and knowledge base articles, facilitating self-service application issue resolution while promoting user autonomy and efficiency.
• Coordinate with cross-functional teams to address application-related dependencies and requirements, providing solutions for optimized system performance.
• Monitor application performance, identifying and addressing potential performance issues, while providing feedback to management on areas of improvement.
• Prepare and produce reports timely and accurately to meet department requirements, policies, and quality standards.

Stakeholder Engagement

• Collaborate continuously with development teams during the application lifecycle to ensure smooth integration and deployment of IT applications across the Group.
• Coordinate with developers and other Technology & Digital teams to troubleshoot and resolve complex application-related problems.
• Liaise with external vendors and service providers, establishing and maintaining effective partnerships for seamless collaboration and procurement processes.
• Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement, and cost reduction.
• Identify opportunities for process improvements and automation to enhance overall application support IT application efficiency performance across the Group.

Risk and Business Continuity Management

• Contribute to the effective implementation of corporate policies, procedures, and processes to promote a culture focusing on the achievement of world class standards in risk management, QHSE and business continuity in line with regulatory requirements.

Minimum Qualifications & Experience:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Strong technical skills in troubleshooting and supporting enterprise applications, including experience with databases, operating systems, networking, and web technologies.
• Proficiency in scripting languages and familiarity with automation tools and frameworks for application deployment, configuration management, and monitoring.
• Knowledge of application performance monitoring and diagnostic tools and incident management tools is preferred.

Overall Experience:

• 7 years experience in the Securities / Stock Exchange, similar sector with at least 3 years experience with growing supervisory accountability in roles within similar operations.

Technical Skills:

• Proficient with Agile methodology, continuous integration and continuous development pipelines
• Previous experience with configuring and running CI/CD pipeline management and release management preferred
• Proficient with understanding and supporting Document management systems preferably OpenText DMS
• Proficient with Front End and Back End website support -Sitecore Next JS technologies preferred as well as C# based technologies
• Proficient with BPM system and Stored Procedures
• Proficient with Customer Relationship management tool such as D365
• Proficient with business reporting systems preferably XBRL
• Good experience with live ticker data, live data and data streaming concepts and technologies
• Proficient with API management and support preferably with previous experience with Software AG technologies
• Good understanding of mobile app support and proficient with react native for android and iPhone preferred
• Previous experience with any software applications support
• Good understanding and experience with setting up, configuring and using alerting monitoring systems preferably Dynatrace, Solarwinds
• Proficient with scripting and automation tools
• Good understanding of alerting systems preferably DynaTrace and Solarwinds

Behavioral Skills:

• Ability to work in a diverse team with multiple cultures and technical skill sets
• Ability to proactively find solutions to problems
• Familiarity with programming languages is an advantage