Associate Engineer - Client Delivery & Operations

About KATIM

KATIM is a leader in developing innovative secure communication products and solutions for governments and businesses. As an integral part of the Space & Cyber Technologies cluster at EDGE, one of the world’s most distinguished advanced technology groups, KATIM stands as a beacon of trust in an ever-evolving landscape where cyber risks are a constant menace.

Our aim is to satisfy the growing demand for advanced cyber capabilities by delivering resilient, secure, end-to-end solutions across four fundamental business units: Networks, Ultra Secure Mobile Devices, Applications, and Satellite Communications.  

With a global presence spanning from our headquarters in Abu Dhabi to offices in the UAE and Finland, KATIM empowers organisations worldwide with the unwavering assurance that their mission-critical information and communications remain private and secure, no matter the circumstance.   
Welcome to KATIM, where innovation and security converge to redefine the way you protect your most valuable assets in the digital world.

Key Responsibilities

•    Build and maintain strong relationships with key client stakeholders
•    Respond to client queries and provide timely resolutions or escalate issues as required.
•    Guide the Client during UAT phase and address their queries.
•    Assist clients in executing test cases, replicating scenarios, and validating results.
•    Monitor client feedback during UAT and ensure feedbacks are addressed in the project.
•    Create detailed test cases, test scripts and test data for UAT
•    Maintain accurate records of client interactions, document all UAT results, including pass/fail criteria and identified client defects. 
•    Execute UAT test cases, ensuring that all test scenarios are covered. Identify, document and track defects (both internal and client), inconsistencies, or user experience issues
•    Perform incident response within specified SLA , ensuring timely resolution and minimal impact on clients
•    Assist in identifying root causes and keeping the incident ticket updated.
•    Act as a liaison between the client and internal team to ensure clear communication.

•    Communicate client requirements, priorities, and feedback effectively to all relevant internal teams.
•    Coordinate on updates or releases to ensure minimal disruption to operations.
•    Encourage collaboration by sharing insights, documentation, on troubleshooting and testing support on issues that affect client delivery.
•    Oversee incident response efforts, ensuring timely resolution and minimal impact on clients.
•    Perform POC testing, including key outcomes, challenges, & recommendations, to stakeholders
•    Contribute to internal knowledge sharing and training related to POC best practices.
•    Foster a culture of knowledge sharing and continuous improvement within the team
•    Collaborate with DevOps, project and product teams and other stakeholders to ensure alignment across projects

Education and Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 2+ years of experience in Software Quality Assurance
• 1+ years in client-facing support role.

Key Skills

•    Technical Skills:
o    Experience with testing tools such as Jira, HP ALM, or similar
o    Basic understanding of cloud platforms like AWS, Azure or Google Cloud. 
o    Familiarity with Linux/Unix systems and basic scripting (Bash, python or similar)

•    Client engagement and Communication Skills:
o    Effective client-facing communication skills, including experience in managing client requests and reliability metrics.

•    Certifications (Preferred):

o    ITIL Foundation or other certifications in IT Service Management.
o    ISTQB certification.

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