Application support analyst
Riyad Capital
Total years of experience :15 years, 7 Months
-Manage incidents and service requests by providing 1st and 2nd line support and managing escalation paths to the 3rd line and incidents tracking to ensure efficient resolution.
- Follow all relevant IT Operations policies and standard operating procedures so that work is carried out in a controlled and consistent manner.
- Manage appropriate escalation paths and tracking of incidents.
- Implement and maintain operational processes and procedures.
- Implement application and monitor the running of the system to ensure the quality and effectiveness of the system.
- Provide the required training for the applications deployed to end users to ensure the proper utilization of the systems in line with their requirements and business objectives.
- Maintain and monitor system monitoring tools to ensure that systems are correctly configured.
- Ensuring that all Riyad Capital applications are added to monitoring tools.
- 2nd line support to Riyad Capital online, Riyad Capital mobile app and wealth management application.
Projects:-
- Wealth management application.
- ECM.
- Voice recording system.
1- Supervise the family's website.
2- Search the web for any news to the family or family members
3- Add new news.
4- Add photographs.
5- Add articles written by family members.
6- Use the family's accounts in Facebook and twitter to keep family members updated with new news.
- Manage incidents and service requests by providing the 1st and 2nd line support and managing escalation to 3rd line and incident tracking to ensure efficient resolution.
- Follow all relevant IT Operations policies and procedures.
- Handle day to day tasks (24/7).
- Running daily, weekly, monthly and yearly backup.
- Monitoring network, trading system, data center and application.
- Maintain and update operation Policy and Procedures.
Work on Active Directory and Exchange server, and also monitoring the data center.
Employment, Payroll, Vacations, and booking flight tickets.
During that time I stayed two weeks in ATM support, three weeks in Operation, three weeks in Technical Support department for WAN, and two weeks in Information Security department.
CCNA Certified
The diploma consists of:- 1- Two semesters of English Courses. 2- Networks and based on Cisco CCNA. 3- System Administration:- a. IBM Z/OS b. UNIX Sun Solaris. c. Windows Server 2003. 4- PC support which is based on Comptia A+.