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a) Minimum Experience requirements
(i) University degree in Information Technology or Software Engineering or Computer Engineering or Computer Science or MIS, Business Administration or related field.
(ii) Minimum Twelve (12) years of experience in IT organization of a large enterprise.
(iii) Minimum Seven (7) years of practical working experience in supporting and maintaining IBM ECM Products.
(iv) Certified in one of IBM ECM Components.
b) Other Special Requirements
(i) Possess good skills in team management and optimization.
(ii) Possess good skills in team/user training and presentation.
(iii) Have excellent oral and written communication skills in English and Arabic (preferred).
c) Principal Duties and Responsibilities
Senior ECM System Support’s duties shall include, but not limited to, the following:
(i) Lead, manage and control the day-to-day operations of ECM Support.
(ii) Provide excellent System Support services.
(iii) Respond to client problems (phone/tickets).
(iv) Prioritize your workload based on SLA and transfer tickets to proper unit.
(v) Analyze and troubleshoot the reported issues.
(vi) Log and document all incidents in the ITSM.
(vii) Troubleshoot via phone corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed.
(viii) Follow all escalation procedures according to service level agreement.
(ix) Use remote control tool to assist end users when needed.
(x) Provide an accurate record of each call-in incident management tracking tool.
(xi) Demonstrate a depth and breadth of knowledge / skills in own area and is often able to apply these outside of own function.
(xii) Act as a technical resource to others to resolve problems, issues, errors or related.
(xiii) Anticipate customer needs and proactively identifies solutions.
(xiv) Carry out other related duties, which are instructed by the Company.
Job Types: Full-time, Permanent
Experience:
- IT Organization – large enterprise: 10 years (Preferred)
- supporting and maintaining IBM ECM Products.: 7 years (Preferred)
