Digital Support, Senior Engineer

Master Works is seeking a skilled Digital Support, Senior Engineer who will be responsible for supporting the operations of the organization's corporate digital channels and digital products, working closely with IT Application Support to accelerate issue investigation, analysis, and resolution. The role acts as the primary point of contact for operational issues affecting business and customers, ensuring smooth, reliable digital banking operations through strong ownership, structured workflows, and effective cross-team collaboration.

Key Responsibilities

• Support the operations of corporate digital channels and digital products within the Digital Banking department, partnering with IT Application Support to expedite issue investigation, analysis, and resolution.
• Provide effective and timely customer service, resolving problems within given authority and escalating appropriately when required.
• Design and maintain workflow processes for banking operations, taking the necessary measures to ensure smooth and consistent support delivery.
• Provide daily coverage for operational issues, proactively identifying and resolving issues related to customer complaints connected to the Digital Banking department.
• Serve as the primary point of contact for operational issues, providing timely support to the business.
• Collaborate with the Digital Banking Services (DBS) team to develop and implement best practices for banking operations, including issue reporting to IT and root-cause investigation.
• Prepare accurate and timely reports on issues and resolutions, including proper root-cause analysis and recommendations.

Requirements

• Bachelor's degree in Information Technology or a related field, enabling effective collaboration with IT teams on issue investigation and tracking.
• Familiarity with corporate banking products, services, and operations.
• Strong leadership skills with the ability to guide and influence cross-functional teams.
• Strong sense of ownership and accountability for outcomes.
• Proven ability to work effectively as part of a team.
• Self-motivated with the ability to work independently.
• Ability to maintain focus and composure under pressure.
• Strong multitasking abilities across concurrent priorities and issues.
• Excellent judgment and decision-making skills.
• Fluent in both Arabic and English (spoken and written).