Support & Maintenance Specialist
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Key skills for this role
About the Role
GPSSA is seeking a Support & Maintenance Specialist to provide L3 technical support and maintenance for front-end systems and data platforms. The role requires 6+ years of IT support experience, ITIL Foundation certification, and a Bachelor's degree in Computer Science or related field.
Key Skills for This Role
Responsibilities
- Responds to complex incidents and service requests related to GPSSA’s front end systems, digital channels, enterprise integration, and data platforms
- Utilizes advanced monitoring tools and techniques to proactively identify, address, and prevent potential issues
- Conducts thorough root cause analysis for recurring issues and implement long term solutions
- Coordinates and manage the release management process for updates, software changes, and new feature deployments
- Performs routine maintenance tasks, including system performance monitoring, troubleshooting, and applying necessary fixes
- Assists in the development and execution of maintenance schedules, ensuring timely patches, updates, and upgrades
- Verifies the readiness of updates and system changes before deployment
- Accurately documents recurring incidents, their resolutions, and lessons learned
- Works closely with Digital, Data & AI teams to ensure seamless integration of new developments
- Assists in coordinating with external vendors for complex maintenance tasks
Requirements
- Bachelor's degree in Computer Science Engineering, Information Technology, or a related field
- ITIL Foundation Certification
- Minimum of 6+ years of experience in IT support and maintenance, with a solid understanding of front end systems and data platforms
- The position is open to UAE National candidates only
Full Job Posting
Job Purpose
- This role is responsible for providing technical support and performing maintenance for GPSSA’s front end systems and data platforms at the L3 level.
- This role plays a crucial role in addressing incidents and managing service requests, working closely with Digital Hub and Data & AI teams to implement effective solutions and supporting the deployment of new system releases, updates, and optimizations, ensuring the effective operation of systems.
- By proactively monitoring performance and troubleshooting issues, this position enhances system reliability and user satisfaction, contributing to the overall efficiency of organizational operations.
Main Duties and Responsibilities
- Responds to complex incidents and service requests related to GPSSA’s front end systems, digital channels, enterprise integration, and data platforms, ensuring swift resolution and minimizing downtime.
- Utilizes advanced monitoring tools and techniques to proactively identify, address, and prevent potential issues, ensuring optimal system performance.
- Conducts thorough root cause analysis for recurring issues and implement long term solutions to avoid future disruptions.
- Coordinates and manage the release management process for updates, software changes, and new feature deployments, ensuring minimal impact on business operations and adherence to the change management process.
- Performs routine maintenance tasks, including system performance monitoring, troubleshooting, and applying necessary fixes to maintain high availability and system reliability.
- Assists in the development and execution of maintenance schedules, ensuring timely patches, updates, and upgrades to maintain system security and functionality.
- Verifies the readiness of updates and system changes before deployment, ensuring compatibility with existing systems and minimal disruption to users and business processes.
- Accurately documents recurring incidents, their resolutions, and lessons learned to create a knowledge base that enhances operational efficiency.
- Collaborates with team members to identify patterns in system issues and propose improvements to enhance system performance and overall user experience.
- Works closely with Digital, Data & AI teams to ensure seamless integration of new developments, features, and capabilities into production environments.
- Communicates effectively with the helpdesk and other support teams to ensure coordinated efforts in addressing support requests and maintaining consistent service quality.
- Assists in coordinating with external vendors for complex maintenance tasks, ensuring compliance with Service Level Agreements (SLAs) and clear communication of technical requirements.
Education and Experience
- Bachelor's degree in Computer Science Engineering, Information Technology, or a related field.
- ITIL Foundation Certification.
- Minimum of 6+ years of experience in IT support and maintenance, with a solid understanding of front end systems and data platforms.
- The position is open to UAE National candidates only.
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