Vertical Solutions Support - 12 Months Contract Role

Transguard Workforce Solutions continues to lead the UAE market as a trusted partner for innovative and fully integrated HR services. With more than a decade of experience and a highly skilled team, we are proud to support organizations across the region with tailored workforce solutions.We are currently hiring a Vertical Solutions Support - 1 Year Contract Role on behalf of a prestigious client, based in their Dubai office.Job Purpose:Delivers second line support to end users in the organization and responsible for solutionsmaintenance, modifications, performance, capacity, upgrades and administering applicationsand solutions.Responsible for assisting in the design, delivery, and improvement of applications and systems.

Job Description

Should be able to work independently as well as in team.Must possess good analytical and problem-solving skills.Should possess ability to explain technical matters in non-technical terms to customersShould be able to actively communicate (verbal or in written) with Customers, team members and Product vendors on the matters related to all functional or technical areasDocuments and maintain Knowledge database to share experience and knowledge with team members to enhance efficiency and reduce single person dependenceCoordinate work tasks with Customer, team members, and Product Vendors to perform the tasks assigned efficiently in Timely mannerAnalyses business needs and conceptualizes solutions to meet and exceed customer expectations.Available 24x7 to respond for business or IT operation team calls and attend on site.Should be Customer centric, achieve customer satisfaction and maintain proper perspective in all activities.To provide 2nd level application supportTo maintain a high degree of customer service for all support queries and adhere to servicemanagement principlesTo restore the normal service operation as quickly as possibleTo take ownership of assigned incidents and provide a resolution within the agreed servicelevelsTo update the customer via the service desk team on the progress of the call.Additional Principal AccountabilitiesMaintain a log of any software problems detected and inform the delivery team.Support users in the use of business applications by providing necessary training and advice.To escalate calls hierarchically/functionally if the call cannot be resolved within the agreed service levels. Coordinates with Product principle to resolve reported incidents.Identifies issues, tracks, reports and resolves them in a timely manner.Identifies and documents system deficiencies and recommends solutions.Identifies patches to be applied to resolve incidents and coordinates with Infrastructure, application support team and users to apply the patch.EducationDegree: Minimum Bachelor’s degree in Computer Science, Engineering or equivalentPreferable professional certifications: Certification in products like MCSD etcExperience5+ of Information Technology experience2+ years of relevant working experienceWorking experience in multiple industries (e.g. Oil & Gas, Energy, Utilities, Retail, Government…) is preferable.Working experience of system development lifecycle methods and standards with hands onexperience in various methods: (e.g. waterfall, iterative, agile, V Model…)Excellent knowledge in SCADA systems and operational technologies.