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Maintain efficient filing and document management systems through computerized inventory and retrieval systems. Analyze document structures and contents, and develop records classification and retention schedules to facilitate filing and retrieval operations. Provide technical support to site document control staff to implement effective document control and records management systems and procedures.

Coordination and Support
• File, maintain, and retrieve documents using an integrated electronic database management workflow system (EDMS) and computerized filing and retrieval system for secure record keeping and accessibility.
• Visit project sites to support Document Control staff in adhering to systems, standards, and procedures.
• Arrange disposal of documents no longer operationally required, in line with approved procedures and in coordination with RMS.
• Maintain inventory of inactive/closed-out documents, encode, and dispatch for archiving; retrieve as needed for efficient document management.
• Develop and maintain procedures for computerized records management for easy and timely document retrieval.

Policies, Systems, Processes & Procedures
• Implement and follow relevant policies, processes, systems, standards, and procedures to meet operational goals.
Innovation and Continuous Improvement
• Identify opportunities for process improvements.
Health, Safety, Environment (HSE) and Sustainability
• Comply with HSE policies, procedures, legislation, and sustainability guidelines in line with international standards and ADNOC practices.
Reports
• Contribute to the preparation of Section progress reports for management.

• Regular interaction with Senior Engineers, Engineers, secretaries, and document control personnel to ensure document standards are current.
• Coordinate with RMS Project of Administration Directorate for archiving, retrieval, and disposal of documents.

• Liaise with consultants and contractors for submission coordination and document management.

Secondary School Certificate.

• 4 years of administrative experience, including 2 years in a project environment within a large organization.
• Good communication skills.
• Computer literacy.
• Proficiency in English.

Applicable as needed

Physical Effort
Minimal; involves sitting, walking, standing, and computer work.
Work Environment
Standard office setting.

Job Family / Sub Family: Administration & General Services / Administration Support

We are currently seeking Assistant Technical Manager to join the engineering team at our prestigious residential property in Dubai. This role is for sister concern of Palazzo Versace Dubai , upholding the same standards of luxury, service, and excellence.

Key Responsibilities:

• Oversee building systems (HVAC, plumbing, electrical, etc.).

• Coordinate and monitor maintenance schedules for common areas.

• Respond to technical issues and support troubleshooting activities.

• Handle technical service requests from residents and tenants.

• Liaise with contractors and service providers to address issues promptly.

• Maintain accurate records of service requests, maintenance activities, and repairs.

• Assist in managing compliance records, safety inspections, and vendor contracts.

Posted On 17 May, 2024

Type Permanent

Job Category ITD – ATM Switch and Cards Systems

The role is to manage the technical delivery of projects, enhancements and change requests in the domain of ATMs, ATM Switch and Cards Systems of the bank.

To ensure the delivery and manage the projects, enhancements and change requests and support the implementation of systems changes on Card Management System (Vision+), ATM Switch & Debit Card System (HPS Power CARD), UAE Switch, VISA and MasterCard. To develop the technical solutions required from business regarding the channels, ATM Switch and cards area.

Also to represent cards team in various technical discussion with other channels and core banking team. Provide weekly updates to management on the ATMs, ATM Switch and card system project status. Review BRD submitted by business and provide the technical solution with vendor support.

KEY ACCOUNTABILITIES:

• Manage the list of CRs, enhancements, project plan and manage delivery as per business requirements and provide support to all related business units.
• Provide technical consultancy in own area of specialization as appropriate to support the systems and project work.
• Provide ongoing systems support in own area of specialization as appropriate to support business operations.
• Define detailed technical/systems/service solutions to meet user requirements as defined in Systems Specifications or business requirement specification.
• Liaise with third-party / in-house developer’s /service providers to ensure that deliverables are completed to time and specification.
• Investigate and resolve complex user problems channeled via the Line Manager, Helpdesk or equivalent in order to minimize disruption to operational activity.
• Contribute to the implementation of new/changed systems to meet user requirements, time constraints and service standards.
• Document changes to systems and produce technical documentation for new solutions.
• Contribute to the development of SLAs and monitor/ report on performance against SLA.
• Specify and document service-related systems changes within guidance, to correct faults or achieve service improvements.
• Support the implementation of systems changes, ensuring that solutions are workable from a service perspective.
• Implement security procedures and highlight security issues for action by the security team.
• Liaise with users to ensure service levels are delivered, identify issues and maintain communication.
• Liaise with vendors to monitor service delivery, resolve problems and highlight issues for action.
• Act as Duty Manager in order to resolve service issues/faults or escalate as appropriate.
• Investigate and resolve service issues channeled via Helpdesk in order to minimize disruption to service delivery.
• Participate in Disaster Recovery/Business Continuity trials and tests to ensure preparedness.
• Participate in implementing Disaster Recovery and Business Continuity procedures in the event of a major incident.
• Provide the detailed system technical documentation to high standards of quality and accuracy.
• Ensure testing and implementation of technical solutions.
• Perform the system business requirements gathering activity and provide the approved business requirement document from the end users.
• Automate the business requirements related to ATMs, ATM Switch and Cards area.
• Manage and implement compliance / projects / upgrades / enhancements on the ATMs, ATM Switch and Card Management System.
• Liaise with vendors & suppliers implementation and support on the business systems.
• Manage the supplier / vendor relationship to ensure ongoing delivery of high quality and cost effective services.
• Conduct quality reviews of Projects / Systems / Networks to verify adherence to standards, SLA, bank’s overall architecture (application, data, integration, platform and security).
• Identify appropriate methodologies and best practices and create standards and guidelines.

KEY SKILLS:

Knowledge on ISO8583, Cards Business Domain in MasterCard and VISA ,

Experience on HPS Power CARD and Vision+ suite of products implementation and support.

Experience on the EMV Personalization System (NANO Perso).

Experience in working and handling multiple ATM vendors like Diebold Nixdorf, NCR, Hyosung etc. and understanding of NDC protocols.

Good understanding of MasterCard and VISA simulators and payment scheme compliances.

Previous experiences in handling online / offline certification testing with MasterCard and VISA .

Understanding of tokenization in card system, Apple Pay, Samsung Pay. Project management certificate like PMP or Prince 2 is desirable for this position.

• A minimum of 7-10 years experience in BFSI sector, Fields: project management or implementation or support or testing experience in Cards and ATMs field

• 3-5 years of experience in a Systems Administrator / Engineer role.
• Experience in Microsoft Active Directory.
• Experience in the Azure components & APIs.
• Working knowledge of Operating Systems (Windows and Linux).
• Knowledge of databases (SQL Server and MySQL)
• Knowledge of relevant web services, mail, backup, and application monitoring
• Good knowledge of networking fundamentals
• Good knowledge of server hardware
• Good knowledge of application developments using Agile, and DevOps good practices
• Knowledge of Azure federation services is preferred.
• One or some of these would accreditations be advantageous: Implementing Microsoft Azure Infrastructure Solutions, Architecting Microsoft Azure Solutions, MSCE, CCNA.

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Help bring AI agents to companies worldwide.

Over the next decade, autonomous agents will redefine how we work.

Botpress allows companies to build and deploy advanced AI agents that move beyond conversation into real business logic.

Our product works today and at scale, across industries, regions, and limitless use cases.

As the 3rd fastest-growing B2B AI start-up worldwide, we’re at the forefront of the AI revolution, providing the most widely-used platform for sophisticated AI agents.

The work ahead is ambitious. The opportunity is rare. We take a deliberate approach to growth: product-led, capital-efficient, and highly focused.

If you want to build foundational technology for one of the most meaningful platform shifts in software, we’re looking for top talent to join us.

Key Highlights:

• Over 1 million AI agents and chatbots deployed
• 700,000+ platform users
• Trusted by 35% of Fortune 500 companies
• 7 years of expertise in AI solutions

As the Technical Support Engineering Lead , you’ll manage and grow our support engineering team, ensuring our customers get world-class technical assistance and guidance. You’ll balance hands-on problem-solving with leadership responsibilities, driving improvements in processes, tooling, and knowledge-sharing while mentoring and enabling your team.

This role is ideal for someone who thrives at the intersection of technology, leadership, and customer success. You’ll work closely with Product, Engineering, and Customer Success to deliver an exceptional support experience and scale how our users succeed with AI automation.

• Lead, mentor, and develop a team of Technical Support Engineers
• Set team goals, track performance, and provide coaching for continuous growth
• Oversee support operations, ensuring timely, high-quality responses to customer issues
• Investigate and troubleshoot complex technical problems escalated from the team
• Establish and refine triage, escalation, and incident management processes
• Collaborate with Engineering and Product to surface recurring issues and drive product improvements
• Own and improve internal knowledge bases and external documentation practices
• Analyze support trends, metrics, and user feedback to reduce friction and improve experience
• Represent the support function in cross-functional discussions and planning

• Proven experience in a technical support or engineering leadership role.
• Strong technical troubleshooting skills and familiarity with modern web technologies.
• Comfortable reading and understanding TypeScript, Node.js, Javascript, and React.
• Experience working with APIs, logs, and cloud-based tools.
• Knowledge or exposure to AI/LLMs (Large Language Models) and their applications.
• Exceptional communication skills with the ability to coach and guide others.
• Calm and structured problem-solving approach in high-pressure scenarios.
• Experience managing or scaling support operations in a SaaS or AI/ML environment.
• Good knowledge of English and French. Bonus: Comfortable working in Spanish, Portuguese, French, or another language in our target regions.
• Curious, resourceful, and eager to create an excellent customer experience

Botpress recently raised its $25 million Series B funding. As a fast-growing start-up, we run a lean and innovative ship that leans on AI for maximum business impact. At Botpress, everyone is an owner, bringing their unique perspective and talents.

Our teams are talented and passionate. We intentionally hire individuals who are eager, passionate, talented, and hungry to learn and grow throughout their career.

We operate mainly in-office, with a culture that values both technical rigor and shared ambition.

You'll be on a team that's not just adapting to the AI revolution, but leading it. Joining our team means changing the future of enterprise AI and building technology that will define the next era of business automation.

• Work at the forefront of AI-powered automation in a fast-growing start-up.
• Grow in a dynamic and stimulating environment.
• Competitive salary and flexible benefits to support your well-being.

Specialist - Technical Support Section

Date: Jan 11, 2025

Company: Abu Dhabi Accountability Authority

Job Objective

Provide technical support to all IT related end user software and hardware within Abu Dhabi Accountability Authority (ADAA) including but not limited to the help desk and system configuration, process alignment and implementation and practices to sustain system availability, efficiency, and performance of information systems.

Key Responsibilities/Duties

1. Strategy and Planning
2. Assist in the development, implementation, and update of the section related policy, procedures manual, delegation of authority, systems user manuals, and standard forms, and ensure alignment with ADAA’s overall policies and procedures.
3. Assist in the development, implementation, and update of the section’s strategic, budget and procurement, and operational plans, ensuring alignment with the department and sector’s strategy and objectives, and ADAA’s mission and vision.
4. Ensure to meet individual Key Performance Indicators (KPIs) to improve efficiency and effectiveness.
5. Operations
6. Provide technical support for technical challenges associated with software, applications and systems and provide recommendations and solutions to resolve the issues.
7. Carry out preventive maintenance of end users technical devices and equipment regularly and upon request to ensure its operability to support IT requirements.
8. Monitor and replace technical assets as and when required in accordance with ADAA’s applicable policies.
9. Install operating systems, software and applications on devices and equipment and update them to ensure their sustainability.
10. Analyze requests/reports received at the technical support platform, monitor the common requests/reports, prepare documentation, and recommend solutions to resolve the issues.
11. Update and amend the module functionality to ensure that the ADAA applications systems are able to meet user information requirements on an ongoing basis and that modules continue to reflect business processes.
12. Carry out testing of the technical configurations with a range of functionality, which meets users’ information requirements.
13. Conduct pilot testing of the technical module configurations end user systems and devices to ensure that they provide the degree of functionality and reliability required by functional users.
14. Maintain personal knowledge of technical developments configurations and setups from various systems to ensure that ADAA maintains capability to maintain systems and capitalize upon the opportunities presented by increased systems capability.
15. Provide effective first line interface with users seeking IT support through receiving calls, emails and service desk tickets, record and track requests, incidents and complaints and ensure to keep callers end users updated on request status and progress.
16. Identify internal end-user and external stakeholders’ requirements on technical support and information respectively and ensure to study their expectations and follow the designed framework for meeting these requirements.
17. Conduct analysis of incident records and classify incidents, match against known errors and problems and assess related configuration details to provide ongoing support.
18. Maintain logs for rapid and effective response/resolution for major or high and advise users of actions to be taken.
19. Assist users on systems, products and services which are available to end users and provide information on updates, known errors, changes in availability, new facilities etc. to assist users in making more effective use of desk-top systems, products, and services e.g., self-help portals.
20. Assist in coordinating external technical support where problems cannot be resolved in house, based on instructions from IT Director.
21. Prepare instruction manuals and guides for easy reference by personnel and to ensure clarity on every step of the IT Help Desk process.
22. Monitor documentation of the supported systems and software in an appropriate form and provide feedback on outdated documentation.
23. Track and monitor IT Asset (hardware & software) to maintain inventory.
24. Talent Management and Development
25. Ensure completion of required trainings and certification programs in order to keep current with job requirements and ensure continuous performance improvements.
26. Obtain timely performance review assessments for midyear and annual performance review and ensure to meet the set KPIs.
27. Keep current with updated information relevant to the role to ensure standard performance level is achieved.
28. Contribute to knowledge dissemination/sharing to build internal capabilities of the team and maximize their effective performance.
29. Contribute to the development of UAE National employees in line with the objectives of the Authority and its Emiratization strategy.
30. Corporate
31. Ensure adherence and compliance with all ADAA corporate policies, procedures and guidelines (HR, IT, Procurement, Finance, Health and Safety, etc.).
32. Prepare section’s related correspondence such as e-mails, memos, and letters to ensure professionalism, completeness and accuracy of information.
33. Retain, document, preserve, and archive section’s related physical and electronic records in accordance with relevant policies and procedures.
34. Respond to any section related queries and provide required support to relevant ADAA’s organizational units and employees as and when required.
35. Utilize relevant technologies used within ADAA in order to optimize work efficiency.
36. Demonstrate compliance with ADAA’s values, Code of Business Conduct and ethics at all times to support the establishment of a value driven culture within the Authority.
37. Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
38. Contribute to the preparation and submission of timely and accurate statements and reports to meet department requirements, and quality standards.
39. Co-operate in the implementation of the relevant health and safety legislation, policies and procedures, in the performance of duties.
40. General
41. The level of performance should reflect the academic qualification, type of courses in the field of specialization, employee job level, and the level of productivity.
42. The academic and professional certificates required and approved by ADAA should be acquired within the period specified and based on the employee’s Individual Development Plan.
43. Perform the task and responsibilities independently unless an approval or directive was obtained to delegate the task to other employees in case of incapability to perform the tasks and responsibilities.
44. Ensure teamwork, collaboration, and dedication in performing duties.

Requirements

• Bachelor’s degree in relevant field
• 3 - 5 Years of relevant experience in Technical Support or equivalent work experience.

• Good understanding and experience of monitoring tools ( SolarWinds, Manage Engine ) and ITSM tool
• Provide timely response to all incidents, Requests, outages and performance alerts. Categorize issues for escalation to appropriate technical teams
• Understanding and report preparation based on the customer requirement.
• Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact
• Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages
• Monitoring Windows server backup and inform in case of any failures.
• OS and Patch Management knowledge & understanding
• Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications
• Document all actions in accordance with standard company policies and procedures
• Notify customer and third-party service providers of issues, outages and remediation status
• Work with internal and external technical and service teams to create and/or update knowledge base articles
• Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)
• Support multiple technical teams in 24 x 7 NOC operational environments with high up-time requirements. Comfortable working day/night shifts

Mandatory:

• Basic Microsoft and/or Cisco certifications (CCNA, MCITP, etc.)
• Knowledge of monitoring VMWare clusters in high-availability environments
• Broad experience using a variety of monitoring and ticket management tools
• A minimum of three years of experience supporting and monitoring network systems, servers or storage in an enterprise environment. Previous NOC experience is strongly preferred.
• Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.
• Knowledge of Microsoft server OS and Network Devices
• Excellent written, verbal and interpersonal skills