At First Abu Dhabi Bank, my role as a Service Configuration & Administration Engineer revolves around optimizing our IT service management, particularly with the SMAX ticketing system, and enhancing our use of collaboration tools like Jira and Confluence. Our team has successfully streamlined incident resolution processes, elevating the efficiency of internal operations.My prior experience as a Technical Support Help Desk at the same institution laid the foundation for my current responsibilities, where I honed my skills in change management and technology change management. Together with my colleagues, we've fostered a robust technical support framework that ensures the stability and reliability of our banking services.