Engineer – Support Analyst (207020406202660901)

Job Title : Engineer – Support Analyst

Department/Function : INT-BUILD-EBK-MAD

Reporting to Title : Senior Manager - Deputy Head of Digital Banking

Responsibilities/ Job Description:

• Provide application support for Digital Banking systems, including Internet Banking, Mobile Banking, Digital Payments and partner integrations.
• Analyze, qualify and follow up incidents, service requests and change requests raised by BRED subsidiaries.
• Investigate technical and functional issues by reviewing logs, database records, APIs, interfaces and application behavior.
• Perform first-level and second-level analysis before escalation to vendors, development teams or infrastructure teams.
• Coordinate with internal teams and external providers to ensure timely incident resolution.
• Monitor incident progress and ensure proper follow-up in line with agreed priorities and service levels.
• Communicate clearly with subsidiaries regarding incident status, investigation progress and resolution updates.
• Identify recurring issues and contribute to root cause analysis and problem management activities.
• Support production monitoring and help detect anomalies or service degradation.
• Participate in the testing of bug fixes, patches, releases and production deployments.
• Support validation activities for Digital Banking features and corrective maintenance.
• Contribute to the preparation and maintenance of support documentation, operating procedures, user guides and knowledge base articles.
• Assist in handover activities from project teams to support teams before go-live.
• Support the analysis of change requests and contribute to the review of functional or technical specifications.
• Prepare incident reports, follow-up reports and operational dashboards when required.
• Participate in support meetings, operational committees and post-incident reviews.
• Contribute to continuous improvement of support processes, tools, monitoring and reporting.
• Maintain a good understanding of Digital Banking features, technical architecture and operational processes.

Qualifications:

• Bachelor’s degree or equivalent university degree in Information Technology, Computer Science, Engineering, or a related field.

Language skills:

• English: Good written and spoken proficiency required.
• French: Literacy or working knowledge appreciated.

Experience and Skills Required:

• 3 to 5 years of experience in application support, production support, IT operations, or technical support.
• Hands-on experience supporting Digital Banking, Internet Banking, Mobile Banking, Digital Payments, or other Banking IT systems.
• Experience with incident management tools, ticketing systems, and production support processes.
• Good technical and functional understanding of Digital Banking platforms.
• Ability to investigate incidents using application logs, SQL/database queries, monitoring tools, APIs, interfaces, and application behavior.
• Good knowledge of SQL, application logs, and production troubleshooting.
• Understanding of REST/SOAP APIs, XML, JSON, web services, and system interfaces.
• Ability to perform structured incident analysis and escalate issues with clear findings.
• Good understanding of ITIL processes, especially incident, problem, change, and release management.
• Strong analytical mindset and problem-solving capabilities.
• Good communication skills with both technical and non-technical stakeholders.
• Customer-oriented mindset with a strong sense of service quality.
• Ability to prioritize tasks and work under pressure in a production environment.
• Good documentation and reporting skills.
• Ability to work both independently and as part of a support team.
• Experience in an international or multi-stakeholder environment is appreciated.
• Experience with monitoring or log analysis tools such as Splunk, ELK, Grafana, Dynatrace, or equivalent.
• Knowledge of payment flows, bank transfers, bill payments, card payments, or wallet integrations.
• Experience with customer authentication, APIs, partner integrations, and external service providers.
• Knowledge of Agile methodology and project delivery lifecycle.
• Previous experience in a banking or financial services environment.
• Experience with ticketing tools such as Jira, ServiceNow, or equivalent.