Job Description

Description:
Scope of Work for FLEXCUBE Production Support
The objective of this engagement is to provide Level 0 and Level 1 production support services for the Oracle FLEXCUBE Core Banking platform and its integrated ecosystem at Mashreq Bank. The service provider will ensure operational stability, timely resolution of incidents and service requests, support audits, and execution of recurring operational tasks in alignment with Mashreq s IT governance framework.
The provider shall deliver the following activities as part of L0/L1 support in all regions where Mashreq has implemented Oracle FLEXCUBE:
Monitor and acknowledge alerts, incidents, and service requests raised through Mashreq s 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 Mashreq s 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.
Support coverage to align with Mashreq s business hours and extended hours for EOD/BOD cycles and global market timings.
Min exp 1 year relevant Enable Skills-Based Hiring No

Skills Required