Digital Support, Senior Engineer

Master Works is seeking a skilled Digital Support, Senior Engineer who will be responsible for supporting the operations of the organization's corporate digital channels and digital products, working closely with IT Application Support to accelerate issue investigation, analysis, and resolution. The role acts as the primary point of contact for operational issues affecting business and customers, ensuring smooth, reliable digital banking operations through strong ownership, structured workflows, and effective cross-team collaboration.Key ResponsibilitiesSupport the operations of corporate digital channels and digital products within the Digital Banking department, partnering with IT Application Support to expedite issue investigation, analysis, and resolutionProvide effective and timely customer service, resolving problems within given authority and escalating appropriately when requiredDesign and maintain workflow processes for banking operations, taking the necessary measures to ensure smooth and consistent support deliveryProvide daily coverage for operational issues, proactively identifying and resolving issues related to customer complaints connected to the Digital Banking departmentServe as the primary point of contact for operational issues, providing timely support to the businessCollaborate with the Digital Banking Services (DBS) team to develop and implement best practices for banking operations, including issue reporting to IT and root-cause investigationPrepare accurate and timely reports on issues and resolutions, including proper root-cause analysis and recommendationsRequirementsBachelor's degree in Information Technology or a related field, enabling effective collaboration with IT teams on issue investigation and trackingFamiliarity with corporate banking products, services, and operationsStrong leadership skills with the ability to guide and influence cross-functional teamsStrong sense of ownership and accountability for outcomesProven ability to work effectively as part of a teamSelf-motivated with the ability to work independentlyAbility to maintain focus and composure under pressureStrong multitasking abilities across concurrent priorities and issuesExcellent judgment and decision-making skillsFluent in both Arabic and English (spoken and written)Job Location: Client Site