Technology Engineer - Remedy (UAE Nationals)

Job Description

About ENBD

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 9 million customers. Emirates NBD is the leading financial services brand in the UAE with a Brand value of approximately USD 4 billion. We serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches.

In line with the UAE Government’s strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success. We are looking to find the best UAEN talent to join our ENBD family.

The Technology Engineer will be responsible for developing and administering Remedy Smart IT version 19.X from day to day basis. This should also include any upgrades, integrations, enhancements with the current system. Candidate should have worked as a developer on the Remedy Version 19.X with hands on Remedy development experience and administration, Should have worked on core remedy objects and work flows.

Candidate to Administer and maintain the BMC Remedy ITSM and other ITSM tools platform for optimal performance including but not limited to applying updates, monitoring, upgrades, process queries and reports, monitoring the entire system to make sure all system transactions are processed correctly.

The job holder have solid knowledge on Unix and Oracle as the system in currently running on Linux/Oracle combination. Good Linux shell scripting knowledge is an added advantage

Should have worked on customization of Remedy application or should have worked on any be spoke application developed using Remedy objects. Remedy Integration knowledge with other Third Party application using webservices, API's or any other integration services. Should be having knowledge on BMC remedy ITSM Application.

Roles & Responsibilities:

• 7+ years of experience in supporting Remedy and able to:
• Perform installation, upgrade, configuration, feature design, development & data loads for BMC Remedy applications.
• Responsible for programming work flow, enhancements & integrations with BMC Remedy AR, CMDB, ITSM, SRM, SLM, Smart Reporting & Smart IT.
• Create & maintain design specifications, architectural diagrams, & process diagrams supporting & communicating changes to BMC Remedy applications.
• Maintain knowledge of latest BMC Remedy technology.
• Perform customizations of BMC Remedy applications based on guidance with project manager, architect, ITIL practice leads & customers
• Triage & fix defects found in BMC Remedy applications & provide 24x7 on-call support.
• Maintain & adhere to source code, configuration management, release management & software engineering best practices
• Working with Operations Tools Manager and technology partners to ensure that the product is always on the latest version and all hot fixes are applied on timely basis
• Meet the SLA for the issues and requests as per ENBD process and Procedures
• Meet the SLA/OLA ENBD Service Desk KPI
• Capturing and leveraging learning’s to ensure the focus on quality via continuous improvement on the ticketing platform.
• Identification of continuous improvement opportunities with clear articulation in the ITSM tool to get expected benefits and outcomes that are aligned to the Group’s overall business strategy
• Automation of process by use of technology / toolsets
• Current assessment of Incident management support framework and road map for uplift across the Group.
• Ensure alignment with other tooling technologies to ensure that the road map is well established and adhered to.
• Inspiring employees and partners to be part of the transformational change: fostering a culture of game changing technologists and role modeling these behaviors
• Trustful and professional relationships with key stakeholders
• Pragmatic approach to problem solving
• Ability to adopt the Group’s values and drive adoption of the values across the team and Group IT generally
• Work well under pressure to managing complex tasks effectively in a short time frame
• Be an enthusiastic team player, results orientated and committed to quality management
• Foster a culture of continuous improvement and “one team” partnership across all suppliers
• Develop team skills and performance including team motivation / engagement, coaching and performance management if Applicable

Required Qualifications:

• Very good knowledge of banking IT systems and applications
• Very good knowledge of the banking operations and requirements
• Knowledge and understanding of Problem Reporting and Change Request methodology and process
• Knowledge of configuration management process
• Very good knowledge of banking IT systems/applications, banking operations and requirements
• Significance Experience in developing and applying disaster recovery and contingency plans
• Very good knowledge of the programming languages and operating systems used by the Bank, e.g. UNIX, MS Windows, SQL, java, .net, Visual Basic.
• Must have hands on administration experience with the BMC Remedy ITSM suite (19.x)
• Must have a comfortable working knowledge of writing and maintaining forms, custom workflows and backend scripts
• Able to install vendor modules, patches, upgrades as well as troubleshoot (and possible resolve) system errors
• Knowledge of the other BMC set of products (BMC Discovery and Atrium CMDB, Single Sign On, MyIT and SmartIT)
• Hands on experience with the following tools/skill sets (DBMSes such as TOAD, DB Visualizer, Oracle DB Technology, Hummingbird, eXceed or Putty, command line navigation/shell scripting)
• Should have worked as a developer on the Remedy Version 8.x or 9.x
• Hands on Remedy development experience and administration, Should have worked on core remedy objects and work flows
• Should have worked on customization of Remedy application or should have worked on any bspoke application developed using Remedy objects
• Remedy Integration knowledge with other Third Party application using webservices, API's or any other integration services
• Should be having knowledge on BMC remedy ITSM Application. Good Linux shell scripting knowledge is an added advantage
• Information Seeking, Analytical Thinking, Innovation, Flexibility, Integrity & Problem Solving
• IT based degree, university degree, or equivalent work experience required