Senior Digital Support Engineer

About the role

Master Works is looking for a Senior Digital Support Engineer to ensure smooth operation of its corporate digital channels and products. The role works closely with IT Application Support to accelerate issue investigation, analysis, and resolution, acting as the primary point of contact for operational problems affecting the business and its customers.

Key responsibilities

• Support the operations of corporate digital channels and digital products, partnering with IT Application Support to expedite issue investigation and resolution.
• Provide timely customer service, resolve problems within authority, and escalate when necessary.
• Design, maintain, and improve workflow processes for banking operations to ensure consistent support delivery.
• Deliver daily coverage for operational issues, proactively identifying and resolving customer complaints related to Digital Banking.
• Collaborate with the Digital Banking Services team to develop best practices, report issues to IT, and conduct root‑cause investigations.
• Prepare accurate reports on issues, resolutions, root‑cause analysis and recommendations.

Required profile

• Bachelor's degree in Information Technology or a related field.
• Familiarity with corporate banking products, services, and operations.
• Strong leadership ability to guide and influence cross‑functional teams.
• High sense of ownership and accountability for outcomes.
• Proven teamwork skills and ability to work independently.
• Ability to stay composed under pressure and multitask across concurrent priorities.
• Excellent judgment and decision‑making capabilities.
• Fluent in Arabic and English, both spoken and written.