Newgen Technical Support Specialist.
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Key skills for this role
About the Role
Dicetek LLC is seeking an experienced Newgen Technical Support Specialist with 8-10 years of experience in banking IT. You will provide L1/L2 production support for the Newgen platform, handle incident management, and implement change requests.
Key Skills for This Role
Responsibilities
- Provide Level 1 and Level 2 production support for the Newgen application, ensuring high availability and adherence to SLA commitments
- Analyze new requirements in Newgen, conduct impact analysis, prepare technical solution approach, estimation, and delivery schedule
- Conduct development / customization and configurations in Newgen for meeting new business requirements
- Prepare documentation/manuals/user training for the development & customization in Newgen
- Conduct quality assurance on the development & customizations before releasing for user testing, along with test report and evidence
- Provide UAT support for fixes and resolution of issues during the testing phase
- Prepare and build Newgen releases, artifacts for deployment on UAT & production
- Maintenance of customized Newgen source code in a version control system maintained at client premises
- Troubleshoot and provide fixes in production for defects related to local customization
- DMS and iBPS configuration, Workflows and document lifecycle management
- Investigate, troubleshoot, and resolve production incidents, perform root cause analysis, and implement permanent solutions
- Manage regular support incidents, service requests, problem tickets, and user queries
Requirements
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline
- 8–10 years of experience in Banking IT, with significant hands on experience supporting the Newgen platform
- Strong experience in production support, incident management, change management, and project implementation
- Experience supporting mission critical banking applications in production environments
- Excellent analytical, troubleshooting, communication, and stakeholder management skills
- Strong expertise in the Newgen product architecture and technical components
- In depth knowledge of Newgen modules: iBPS, Omnidocs, Omniscan, Omniprocess, O2MS, BAM, Process Design and Reports
- Good understanding of Newgen customization, interfaces, and integration architecture
- Strong SQL skills with Oracle and/or Microsoft SQL Server
- Experience working in Unix/Linux environments with shell scripting
- Working knowledge of Java for troubleshooting and support activities
- Experience supporting APIs, middleware, messaging systems, and file based integrations
Full Job Posting
Job Summary
- We are seeking an experienced Newgen Technical Support Specialist with 8–10 years of experience in the banking and financial services industry.
- The ideal candidate should possess strong technical expertise in the Newgen (iBPS/Omnidocs/Omniscan/Omniprocess/O2MS) platform, coupled with in depth business knowledge of Customer onboarding Operations, other banking workflows and good understanding about T24 core banking APIs and functionalities.
- The role requires hands on experience in production support, incident management, change requests, and project delivery for mission critical banking applications.
- Candidates with prior experience supporting banks in the GCC region are highly preferred.
Key Responsibilities
- Provide Level 1 and Level 2 production support for the Newgen application, ensuring high availability and adherence to SLA commitments.
- Analyze new requirements in Newgen, conduct impact analysis, prepare technical solution approach, estimation, and delivery schedule.
- Conduct development / customization and configurations in Newgen for meeting new business requirements.
- Prepare documentation/manuals/user training for the development & customization in Newgen.
- Conduct quality assurance on the development & customizations before releasing for user testing, along with test report and evidence.
- Provide UAT support for fixes and resolution of issues during the testing phase.
- Prepare and build Newgen releases, artifacts for deployment on UAT & production.
- Maintenance of customized Newgen source code in a version control system maintained at client premises.
- Troubleshoot and provide fixes in production for defects related to local customization.
- DMS and iBPS configuration, Workflows and document lifecycle management.
- Investigate, troubleshoot, and resolve production incidents, perform root cause analysis, and implement permanent solutions.
- Manage regular support incidents, service requests, problem tickets, and user queries.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
- 8–10 years of experience in Banking IT, with significant hands on experience supporting the Newgen platform.
- Strong experience in production support, incident management, change management, and project implementation.
- Experience supporting mission critical banking applications in production environments.
- Excellent analytical, troubleshooting, communication, and stakeholder management skills.
Technical Skills
- Strong expertise in the Newgen product architecture and technical components.
- In depth knowledge of Newgen modules: iBPS, Omnidocs, Omniscan, Omniprocess, O2MS, BAM, Process Design and Reports.
- Good understanding of Newgen customization, interfaces, and integration architecture.
- Strong SQL skills with Oracle and/or Microsoft SQL Server.
- Experience working in Unix/Linux environments with shell scripting.
- Working knowledge of Java for troubleshooting and support activities.
- Experience supporting APIs, middleware, messaging systems, and file based integrations.
- Familiarity with application monitoring, scheduling, and performance tuning.
- Experience using ITSM tools such as ServiceNow, Jira, or similar.
Preferred Experience
- Experience working with banks or financial institutions in the GCC region.
- Hands on experience with Newgen implementation, migration, upgrade, or transformation projects.
- Good understanding of banking regulations and operational practices within the GCC.
- Newgen certification or relevant banking technology certifications are desirable.
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