Job Description

Roles & Responsibilities

• Provide Level 1 and Level 2 production support for the Newgen application, ensuring high availability and adherence to SLA commitments.

• Analyze new requirements in Newgen, conduct impact analysis, prepare technical solution approach, estimation, and delivery schedule.

• Conduct development / customization and configurations in Newgen for meeting new business requirements.

• Prepare documentation/manuals/user training for the development & customization in Newgen.

• Conduct quality assurance on the development & customizations before releasing for user testing, along with test report and evidence.

• Provide UAT support for fixes and resolution of issues during the testing phase.

• Prepare and build Newgen releases, artifacts for deployment on UAT & production.

• Maintenance of customized Newgen source code in a version control system maintained at client premises.

• Trouble shoot and provide fixes in production for defects related to local customization.

• DMS and iBPS configuration, Workflows and document lifecycle management .

• Investigate, troubleshoot, and resolve production incidents, perform root cause analysis, and implement permanent solutions.

• Manage regular support incidents, service requests, problem tickets, and user queries.

• Analyze business requirements and implement application change requests in coordination with business and technology teams.

• Participate in application enhancement projects, upgrades, releases, and production deployments.

• Support end-to-end trade lifecycle processes within the Newgen iBPS platform.

• Work closely with account services , complains, AML and vendor teams.

• Monitor application health, interfaces, and system performance, ensuring smooth daily operations.

• Troubleshoot issues related to interfaces, APIs, messaging, scheduled jobs, and database performance.

• Prepare technical documentation, support procedures, knowledge articles, and operational runbooks.

• Ensure compliance with IT governance, security standards, audit requirements, and change management processes.

• Participate in on-call support and production maintenance activities when required.

• Involve in the DR activity and move the application from DR to production smoothly.

Desired Candidate Profile

• Required Qualifications

  • Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline.

  • 8–10 years of experience in Banking IT, with significant hands-on experience supporting the Newgen platform.

  • Strong experience in production support, incident management, change management, and project implementation.

  • Experience supporting mission-critical banking applications in production environments.

  • Excellent analytical, troubleshooting, communication, and stakeholder management skills.

  Technical Skills

  • Strong expertise in the Newgen product architecture and technical components.

  • In-depth knowledge of Newgen modules, iBPS,Omnidocs,Omniscan,Omniprocess,O2MS,BAM, Process Design and Reports.

  • Good understanding of Newgen customization, interfaces, and integration architecture.

  • Strong SQL skills with Oracle and/or Microsoft SQL Server.

  • Experience working in Unix/Linux environments with shell scripting.

  • Working knowledge of Java for troubleshooting and support activities.

  • Experience supporting APIs, middleware, messaging systems, and file-based integrations.

  • Familiarity with application monitoring, scheduling, and performance tuning.

  • Experience using ITSM tools such as ServiceNow, Jira, or similar.

  Preferred Experience

  • Experience working with banks or financial institutions in the GCC region.

  • Hands-on experience with Newgen implementation, migration, upgrade, or transformation projects.

  • Good understanding of banking regulations and operational practices within the GCC.

  • Newgen certification or relevant banking technology certifications are desirable.