Job description

JOB PURPOSE:

The Digital Service Support Engineer is responsible for developing and maintaining a comprehensive system
for tracking and documenting compliance-related activities. This role includes providing training on compliance
matters, conducting regular compliance audits, and continuously updating support policies and procedures. The
aim is to ensure adherence to industry standards and regulatory requirements, thereby maintaining the integrity
of support operations.

Additionally, the role involves organizing regular stakeholder meetings to discuss and resolve issues, engaging
with external partners for alignment of support services, and fostering collaborative relationships with internal
teams. Acting as the primary contact for escalated support issues, the engineer ensures timely and effective
resolution of complex situations, contributing to operational efficiency and the organization's reputation for high
service standards.

KEY ACCOUNTABILITIES:

Job Specific Accountabilities
System Support

• Perform regular system checks and provide support tasks to ensure all Digital Solutions systems are operating optimally and efficiently.
• Identify, diagnose, and troubleshoot technical issues within the Digital Solutions infrastructure to prevent potential disruptions and minimize downtime.
• Coordinate with external vendors and suppliers to facilitate system updates, maintenance, and repairs, ensuring all services meet the required standards.
• Monitor and follow up on incidents or issues pending or open with the assigned Digital Solutions team, ensuring timely resolution and support.
• This role emphasizes technical support and engineering tasks to uphold the efficient operation of Digital Solutions within ADNOC Distribution.

Reporting and Documentation

• Prepare timely and accurate departmental statements and reports to meet departmental requirements, policies, and standards.
• Maintain and update project files to track service delivery and record project progress.
• Collect customer feedback on support services to analyse service shortcomings and present findings to the Digital Solutions Senior Engineer for review and possible support mechanism adjustments.

Customer Service Enhancement

• Develop strategies for improving customer service through enhanced digital support, ensuring customer satisfaction and fostering loyalty.
• Implement feedback mechanisms to continually assess and improve the quality of service provided by the Digital Solutions team.
• Collaborate with the marketing and communications teams to inform customers about new digital services and support options, enhancing the overall customer experience.

Support System Optimization

• Conduct regular evaluations and updates of support processes to ensure they are operating optimally and efficiently.
• Coordinate with external vendors and suppliers to facilitate the delivery of support services, ensuring all services meet the required standards.

Customer Service Enhancement

• Develop strategies for improving customer service through enhanced digital support, ensuring customer satisfaction and fostering loyalty.
• Implement feedback mechanisms to continually assess and improve the quality of service provided by the Digital Solutions team.
• Collaborate with the marketing and communications teams to inform customers about new digital services and support options, enhancing the overall customer experience.

Data Monitoring and Analysis

• Monitor and analyse support service data to identify trends, areas for improvement, and opportunities for innovation.
• Develop and implement data collection methods to capture key performance metrics.
• Use data analytics tools to interpret data and generate actionable insights.
• Provide regular reports to senior management to inform decision-making and strategic planning.
• Identify and address gaps in service delivery through data-driven strategies.

Generic Accountabilities
Supervision

• Plan, supervise and coordinate all activities in the assigned area to meet functional objectives.
• Train and develop the assigned staff on relevant skills to enable them to become proficient on the job and deliver the respective section objectives.

Budgets

• Provide input for preparation of the Section / Department budgets and assist in the implementation of the approved Budget and work plans to deliver Section objectives.
• Investigate and highlight any significant variances to support effective performance and cost control

Policies, Systems, Processes & Procedures

• Implement approved Section / Department policies, processes, systems, standards and procedures to support execution of the Section’s / Department work programs in line with Company and International standards.

Performance Management

• Contribute to the achievement of the approved Performance Objectives for the Section / Department in line with the Company Performance framework.

Innovation and Continuous Improvement

• Design and implement new tools and techniques to improve the quality and efficiency of operational processes.
• Identify improvements in internal processes against best practices in pursuit of greater efficiency in line
with ISO standards to define intelligent solutions for issues confronting the function.

Health, Safety, Environment (HSE) and Sustainability

• Comply with relevant HSE policies, procedures & controls and applicable legislation and sustainability guidelines in line with international standards, best practices and ADNOC DISTRIBUTION Code of Practices.

Reports

Provide inputs to prepare Section MIS and progress reports for Company Management.

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal

• IT teams & Business units

External

• Consultants & Service providers

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS:

Minimum Qualification

• Bachelor’s degree in Computer Science, IT engineering or equivalent.

Minimum Experience & Knowledge & Skills

• 2 years relevant IT experience, with involvement in supporting system implementation, and IT Operational Management.
• Good planning and time management skills.
• Innovation and conceptual thinking.
• Ability to communicate and clarify technology solutions in business terms.
• Analytical thinking and decision-making skills.
• Good interpersonal skills.
• Teamwork skills.
• Effective communication and presentation skills.