Company Description
CNS (Computer Network Systems) is a technology company in the middle-east & has over 30 years of successful achievements and long-term partnerships with distinct customers across the region.
We are an IT distributor & our expertise are in Banking & Financial Service Insurance, Technology Enablement, IT Outsourcing, Cyber security, Digital Infrastructure, Hybrid Cloud, Digital Workplace, Customer Experience, Digital Transformation, and Block Chain.
We are a Part of the Ghobash Group of Companies, CNS spread across the region with offices in Abu Dhabi, Dubai, Oman, and Kuwait providing a holistic approach that covers all aspects of information communication technology system integration, consultancy, operation, managed services, and IT outsourcing.
CNS also has state-of-the-art network operation centers in Abu Dhabi and Dubai that develop in-house software and applications providing end-to-end solutions to our customers and partners.
Job Description
Job Requirement:
Projects Implementation of EFT Solutions
- Provide the customers a project plan including the scope of work, implementation steps, and Rollout Plan.
- Provide advanced hardware and software project support to customers.
- Perform research for projects implementation and ensure delivery of projects as per the agreed requirements.
- Ensure the completion of assigned projects to the fullest extent and as per our quality standards.
- Support the User Acceptance Test (UAT).
Planning and deployment of live Solutions
- Coordinate and execute the implementation of the services on live systems and direct the activities of the service delivery team when delivering the projects as standard services.
- Handover the implemented and tested solution to the service delivery team including documented procedures.
- Assist with Lifecycle support of Customer implemented solutions.
- Provide consultation to operations on customer implementations after handover.
- Work with a team, responsible for maintaining full-functionality of each customer’s POS and communications systems.
- Respond to customer inquiries via a variety of mediums on time to meet client SLAs and/or take an assignment of cases from internal staff.
Escalation Process
- Analyze all high-level escalations and perform a full investigation and diagnosing for the escalated cases from the customer and provide the permanent solution of resolving the case.
- Ensure the non-recurrence of escalated cases by communicating the solution to the Customer Service team and performing some training to increase their ability to avoid such escalation in the future.
- Supervise and provide the required support to Engineers and Technicians at the software and hardware level.
- Critical bugs fixed or recover from operational disasters
- Ensure highest service level by site visits on a given complex and high escalation situations.
- Conduct with Diebold Nixdorf support team for solutions updates and fixes for Escalated Problems.
- Assure of the latest HotInfos are applied on running the live system.
- Understand and be able to implement set escalation procedures.
Quality assurance of live solutions
- Consult with the System Administration team and System Specialist of the bank in the analysis, resolution of service delivery issues, and implementation of change requests.
- Participate in the deployment of corporate tools, processes, and procedures to optimize the performance of service delivery.
- Migrate outdated solutions to follow global/up-to-date standards.
- System analysis and performance assurance.
- Provide onsite and in-house training for the service delivery team and customers.
- Updating Currency files of CCDM and PC3100 for new notes releases.
- Work on shift base after working hours and holidays.
- Conduct field troubleshooting.
- Maintain the problem ticket log promptly with sufficient detail about each call.
- Have working knowledge of each customer’s Service Level Agreements.
- Follow help desk procedures and adhere to company standards.
Qualifications
- Bachelor's degree in Computer or Electrical Engineering
- Minimum 5 years of experience
- The role is supervisory, completing and reporting the work assigned on time.
- Prepares Project management documentation (Change request, Risks & Delays Log and project sign off )
- Escalated Service Reports for customers.
- Creation of images and certifying of images for ATMs.
- Discuss the project's requirements with the customers and communicate documentation accordingly.
- Support and collaborate with the Solution architect Team to qualify the technical requirements of the opportunities and identify the right delivery service solution.
- Demonstrate the solutions for the customers for POC, Demo Requests.
- Communicate with Wincor Nixdorf for solutions updates and fixes.
- Liaise and discuss with the customers the escalation cases reported.
- Support and Collaboration with the CS team to complete the Rollout as planned.