Role : Associate Support Engineer - Treasury & Risk ( UAE National )
Location : Abu Dhabi
Role Purpose:
To provide first-level technical and functional support for Business Platform applications, ensuring system stability, timely issue resolution, and continuous service availability while building foundational expertise across core banking, digital channels, and platform ecosystems.
Key Accountabilities of the role
Application Support & Operations
Monitor Business Platform applications to ensure availability and performance.
Support incident troubleshooting and service request resolution (L1/L2) within defined SLAs.
Provide L1 user support and troubleshooting, including working in shifts.
Handle system support and ticket management to meet platform SLAs.
Log, track, and follow up on issues using service management tools.
Escalate critical issues to relevant technical teams.
Issue Analysis & Resolution
Perform basic troubleshooting and root cause analysis for application issues.
Support resolution of defects in coordination with development and vendor teams.
Assist in maintaining known error databases and knowledge repositories.
Release & Change Support
Support testing (SIT/UAT) activities for system enhancements and releases.
Assist in deployment and post-release validation activities.
Ensure proper documentation of changes and configurations.
Stakeholder Coordination
Liaise with business users to understand issues and provide timely updates.
Coordinate with internal teams (development, infrastructure, vendors) for resolution.
Provide user support and guidance on system usage.
Documentation & Compliance
Maintain operational documentation, SOPs, and support manuals.
Ensure adherence to ITIL processes (Incident, Problem, Change Management).
Specialist Skills / Technical Knowledge Required for this role:
Education
Bachelor's degree in Computer Science, Information Technology, or Engineering.
Technical Skills (Basic Understanding)
Banking applications / digital platforms (preferred).
SQL / databases (basic).
APIs and integrations (basic awareness).
IT service management tools (e.g., ServiceNow).
Skills Required
- Bachelor's degree in Computer Science, Information Technology, or Engineering
- UAE National
- Basic knowledge of SQL and databases
- Basic awareness of APIs and integrations
- Experience with IT service management tools (e.g., ServiceNow)
- Knowledge of ITIL processes (Incident, Problem, Change Management)
- L1/L2 incident troubleshooting and ticket management experience, including shift work
- Experience supporting SIT/UAT testing, deployments and post-release validation
- Familiarity with banking applications / digital platforms
What We Do
Abu Dhabi Islamic Bank, A Public Joint Stock Company, is a leading Islamic bank headquartered and listed in Abu Dhabi- UAE with a purpose of being a lifelong partner for customers, colleagues and community. Over the last two decades, ADIB has demonstrated a consistent track record of growth with assets now totaling USD 34 billion. The bank currently serves more than 1 million customers through a balanced proposition that combines a highly-personalized customer experience with world-class digital banking services. ADIB is a full-fledged financial service provider that offers banking solutions for individuals, corporates and affluent customers. In addition, the wider ADIB Group provides brokerage, real estate and property management, payments and insurance services. ADIB has one of the largest distribution networks in the UAE with more than 60 branches. Internationally, the bank has a presence in six strategic markets - Egypt, , the Kingdom of Saudi Arabia, the United Kingdom, Qatar, Sudan and Iraq.
