Senior Digital Support Engineer

About Nextwo

Nextwo, a subsidiary of T2, was established with a strategic mission to empower the technology talent in Jordan and Egypt to drive the digital transformation of Saudi Arabia’s rapidly expanding digital economy. Initially launched as a specialized staffing initiative, Nextwo has since evolved into a holistic partnership in human capital and technical manpower, covering a diverse range of domains including SAP, Oracle, AI/ML, Cloud Architecture, Software Development, UI/UX, Fintech, and Finance. Today, Nextwo operates across Saudi Arabia, Jordan, and Egypt, offering a comprehensive suite of services such as Offshore Development Centers, hybrid models, onsite manpower placement, and managed services. Our commitment to excellence is reflected in our exceptional talent retention rate of over 90% and the ability to deliver cost savings of up to 60%, underscoring our dedication to fostering long-term, high-quality partnerships.

Role Overview

The Senior Digital Support Engineer plays a pivotal role in ensuring the seamless operation of the organization’s corporate digital channels and digital products. Working in close collaboration with the IT Application Support team, this position is responsible for accelerating issue investigation, analysis, and resolution to minimize disruptions to business operations and customer experiences. As the primary point of contact for operational issues, the Senior Digital Support Engineer will uphold a strong sense of ownership, implement structured workflows, and foster effective cross-team collaboration to maintain the reliability and efficiency of digital banking services.

Key Responsibilities

• Digital Channel and Product Support: Provide robust support for corporate digital channels and digital products within the Digital Banking department, partnering with IT Application Support to expedite the resolution of operational issues.
• Customer Service Excellence: Deliver timely and effective customer service by resolving problems within the designated authority and escalating complex issues to the appropriate stakeholders when necessary.
• Workflow Design and Maintenance: Develop and maintain efficient workflow processes for banking operations, implementing measures to ensure consistent and high-quality support delivery across all digital channels.
• Proactive Issue Resolution: Offer daily coverage for operational issues, proactively identifying and addressing potential disruptions to minimize customer complaints and operational downtime.
• Primary Contact for Operational Issues: Serve as the go-to point of contact for all operational issues, providing timely and effective support to internal business teams and external stakeholders.
• Collaboration with Digital Banking Services (DBS): Work closely with the Digital Banking Services team to establish and implement industry best practices for banking operations, including comprehensive issue reporting and root-cause analysis.
• Reporting and Analysis: Prepare accurate and timely reports on issues and their resolutions, including detailed root-cause analysis and actionable recommendations to prevent recurrence.

Qualifications and Attributes

• Educational Background: Bachelor’s degree in Information Technology, Computer Science, or a related field, enabling effective collaboration with IT teams on issue investigation and tracking.
• Banking Domain Knowledge: Familiarity with corporate banking products, services, and operational workflows to ensure alignment with industry standards and regulatory requirements.
• Leadership and Influence: Strong leadership skills with the ability to guide and influence cross-functional teams, fostering a collaborative and results-driven environment.
• Ownership and Accountability: A demonstrated sense of ownership and accountability for outcomes, ensuring that issues are resolved promptly and thoroughly.
• Team Collaboration: Proven ability to work effectively as part of a team, building strong relationships with colleagues across various departments to drive operational excellence.
• Independence and Motivation: Self-motivated with the ability to work independently, managing multiple priorities and deadlines with minimal supervision.
• Resilience Under Pressure: Ability to maintain focus and composure in high-pressure situations, ensuring consistent performance during critical incidents or peak operational periods.
• Multitasking and Prioritization: Strong multitasking abilities to handle concurrent priorities and issues efficiently, ensuring that all operational challenges are addressed in a timely manner.
• Decision-Making: Excellent judgment and decision-making skills to evaluate situations accurately and implement effective solutions.
• Language Proficiency: Fluency in both Arabic and English, both written and spoken, to facilitate clear and effective communication with stakeholders across diverse regions.