Support Engineers

The main responsibility of the Support Engineers is to ensure the stability of client systems which will be assigned to the engineer, manage new changes that might raise during the contract duration and raise a periodical report to the management for the system status and health.

Maintain contacts with customers and user departments to collect feedback

and requirements for improvements of existing services, and communicate

progress.

Evaluate user requirements in coordination with vendors for systems

analysts and programmers and conduct impact analysis.

Maintain an overall requirements profile, for future actions and plan the

systems version accordingly in coordination with vendors and programmers.

Coordinate with technical and business staff from other government

organizations for business analysis and systems support, as required.

Coordinate with the vendor development team and systems analysts for the

implementation of the requirements.

Fully understand functionality of systems and be able to judge the impact of

business requirements on the system design and architecture.

Conduct Work Flow Modelling and workshops using various BPM engines

and mechanisms

Conduct Process Modelling techniques using various process modelling

methodologies.

Usage of Visio or any other process modelling tool

Provide business solutions by investigating without drastic impact on

existing functionality of applications.

Evaluate RFP Responses and Vendor proposed solutions

Manage projects pertaining to applications development, enhancement and

maintenance.

Use MS Project or any other planning tool for activity planning.

Manage Application Support Team and ensure all obstacles hindering the

team from performing highly are eliminated.

Evaluate bugs severity, user requirements of immediate actions and future

systems improvements.

Maintain up-to-date information about all applications, including their

platform, technology, servers details, support contract vendor and details,

and ensure their information is maintained in the System Architect tool.

Create, modify and maintain Application Support Process based changing

business requirements.

Support more than 10 applications of medium complexity and more than 4

applications of high complexity whose users are external customers and

internal staff (as per the definition of complexity defined in the end of this

Job description).

Handle internal users and customers with professional skills to achieve high

level of satisfaction for IT services.

Ensure that the software systems are running smoothly, without any

interruption and issues are reported to the development team for resolution.

Classify and categorize requests for bugs fixing and prioritize action.

Coordinate with technical and business staff from other government

organizations for business analysis and systems support, as required.

Create and manage Applications Support and Maintenance contracts.

Supervise the Applications Support and Maintenance contracts RFP s from

creation up to RFP floating, proposals evaluations and contracts award.

Assist other project managers in Corporate IT and Agency IT in ensuring

that their projects cover applications maintenance and support post project

closure and applications implementation.

Maintain and update Application Maintenance and Support standard

template based on new requirements and emerging situations.

Manage vendors and monitor and report on application SLAs.

Assess and approve standard and non-standard software requests made by

RTA staff based on business requirements.

Perform other responsibilities associated with this position as appropriate.

Working on statistics reports by applying query on Database

Requirements

Bachelor s degree in information technology or any similar degree.

Support resource with minimum 5 years experience, with 3 years as software & system support.

Fluent in English and Arabic (reading, writing and speaking).