The Role
Provide first-line application support, troubleshoot and resolve customer issues, escalate complex cases, maintain 99.5% production availability, meet SLAs, analyze and fix urgent incidents within 24 hours, participate in training, gather feedback, and support continuous improvement.
Summary Generated by Built In
A subsidiary of Al Ahly Capital, Al Ahly Momkn is a fast-evolving Fin-tech company committed to promoting secure, convenient & seamless payment solutions and financial services for business owners, service providers and consumers across Egypt.
At Al Ahly Momkn, we foster a culture of innovation, collaboration, and personal growth.
We believe in empowering our employees to unleash their full potential and make a real impact in their roles. As part of our team, you'll have the opportunity to work on exciting projects, learn from industry experts, and be part of a supportive and inclusive community.
We believe in empowering our employees to unleash their full potential and make a real impact in their roles. As part of our team, you'll have the opportunity to work on exciting projects, learn from industry experts, and be part of a supportive and inclusive community.
- Resolve basic customer queries and perform initial troubleshooting, to ensure prompt and effective resolution of common customer issues, improving customer satisfaction and reducing wait times for support.
- Escalate complex cases as needed, to ensure specialized handling and efficient resolution.
- Actively participate in training sessions and workshops to improve skills continuously and industry knowledge.
- Gather customer feedback during interactions and contribute to the team's efforts, identify areas for improvement, and support processes to meet customer needs better.
- Analyze urgent issues within 24 hours and fix them quickly to prevent them from happening again. Restore normal operations fast to minimize downtime and customer impact.
- Maintain production environment availability at a minimum of 99.5% for unplanned application outages, to ensure high reliability and minimize unplanned outages, providing a smooth experience for customers.
- Respond fast to minimize impact, restore services, and keep customer trust. Meet SLAs during incidents to ensure good service and reliability
Requirements
- 4-5 years in Engineering or IT Application Support.
- Fin-tech background is a plus.
- Accepting on-call process.
- Strong understanding of application support processes and best practices.
- Strong Linux knowledge (scripting, searching, operating, etc.)
- Strong SQL/PL SQL knowledge.
- Organized with a highly focused attention to detail.
- Strong result-oriented and customer-focused mentality.
Benefits
- Embark on an exciting journey with the Fin-Tech Experts.
- Join a workplace that actively encourages and supports all talents.
- A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self.
- Join us in our mission to accelerate financial inclusion and make financial freedom accessible to all.
Skills Required
- 4-5 years in Engineering or IT Application Support
- Fin-tech background
- Accepting on-call process
- Strong understanding of application support processes and best practices
- Strong Linux knowledge (scripting, searching, operating)
- Strong SQL/PL SQL knowledge
- Organized with a highly focused attention to detail
- Strong result-oriented and customer-focused mentality
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The Company
What We Do
Al Ahly Momkn, a subsidiary of the National Bank of Egypt (NBE), is a fast-evolving fintech company delivering secure, scalable financial platforms and frictionless payment solutions. It is committed to promoting convenient financial services for business owners, service providers, and consumers across Egypt, enabling them to manage their financial operations independently and simplify financial management to ensure clarity, confidence, and effortless control over their money.
