Flexcube Support MBFFJP

The provider shall deliver the following activities as part of L0/L1 support in all regions where client has implemented Oracle FLEXCUBE:

Monitor and acknowledge alerts incidents and service requests raised through ticketing system.
Provide first-level analysis and resolution for known/recurring issues as per documented knowledge base and SOPs.
Escalate unresolved incidents to L2/L3 teams with adequate diagnostic information (logs error codes transaction details).
Fulfill approved service requests such as user inquiries access provisioning within controlled parameters and minor configuration tasks.
Provide timely communication and updates to stakeholders on ticket progress and closure.
Create and maintain knowledge articles SOPs and troubleshooting guides for repeat issues and operational tasks.
Maintain shift logs and handover notes for effective follow-the-sun support model.
Document known errors and workarounds in coordination with L2/L3 teams.
Support problem analysis by gathering system logs reproducing scenarios and providing inputs for root cause analysis (RCA).
Track open problem records and drive them to logical closure in collaboration with higher support levels and vendors.
Provide required evidence and extracts to support internal and external audit activities.
Participate in compliance activities such as access reviews password policy checks and audit trail verifications.
Ensure support activities comply with Mashreqs IT security risk and regulatory standards.
Perform system sanity checks post EOD/BOD cycles infrastructure upgrades deployments or patches.
Support periodic activities such as certificate renewals log archival and system health checks.
Participate in infrastructure uplift and improvement projects by validating system functionality from a user perspective.

Deliverables
Timely resolution and closure of incident and service tickets as per SLA.
Weekly/Monthly performance reports on incident/service request volumes resolution trends and SLA compliance.
Up-to-date knowledge repository including SOPs troubleshooting guides and shift handover notes.
RCA inputs and documented evidence for audit/compliance requirements.
Periodic sign-offs for system sanity checks certificate renewals and infra-related activities.

Required Skills and Knowledge

To be effective in this role the team need a mix of technical functional and soft skills.

Good understanding of banking operations (retail corporate Islamic trade modules in FLEXCUBE) and EOD/BOD processing.
Technical proficiency in Oracle SQL Unix/Linux commands log analysis and file handling.
Familiarity with middleware components (e.g. WebLogic MQ OHS) and system integrations.
Working knowledge of ITIL processes (Incident Problem Change Management).
Strong communication documentation and stakeholder coordination skills.
Awareness of audit compliance and regulatory standards applicable to banking operations.

Support Shift Timing
24x7 or as agreed operating model with shift handovers.
Experience- 11-15 years