Our client is extending its capabilities to include project and technical support for investment banking clients, initially in Saudi Arabia but potentially also in other Gulf countries, they are recruiting a Fraud Application Support Analyst to join their team.
Requirements & Skills
Proven working experience as a Fraud Application Support Analyst
Work with alert monitoring team to implement and enhance rules in the system and test accuracy
Provide technical training to alert monitoring team on a continuous basis and assistance in any inquiry and alert interpretation
Continuously conduct data integrity initiatives to check data feed and alerts generated
Fix any issue alert monitoring that the team faces along the way conducting their duties
Gather any additional data need from many data sources in the bank to implement and enhance rules
Adopt existing support processes and ensure that production systems remain operational.
Establish and use monitoring tools to troubleshoot application issues in the production environment in a proactive and timely manner.
Own and ensure the tickets such as incidents, service requests, and change requests are serviced appropriately.
Timely escalate issues to the next level or vendor.
Provide 1st and 2nd level of support across all supported applications, developing a resolution for customer issues based on product and industry knowledge
Adopt existing support processes and ensure that production systems remain operational
Develop and maintain client relationships, requiring deep technical and functional expertise
Troubleshooting application issues in the production environment
Ability to present information in user-friendly language
Experience working in a team-oriented, collaborative environment, with strong customer service orientation
Self-motivated, with the ability to manage multiple conflicting priorities, while continuously prioritizing deliverables
High degree of organizational and time management skills, with attention to detail