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Sep 282019
 

The job holder will be responsible for the development and implementation of optimum IT Service delivery including monitoring of Banking Applications and Infrastructure, IT operations process and capacity planning for the bank.

Ensure that all end user IT peripherals are functional and adequate IT support services are provided to all bank branches.

Support the Head of Information Technology in developing the IT service delivery and infrastructure strategic plan and ensure effective Implementation to optimize the efficiency and scalability of services delivered.

Ensure alignment of strategic plan with the QCB regulatory framework for DR/BCP, Backup Data Storage and Data Center Management and International best practices.

Ensure implementation of relevant IT processes, policies and procedures and ensure that the work performed by support team is in line with that bank’s policies and procedures. Review and update relevant policies and procedures as required.

Ensure that all the business requirements are managed in accordance to the policies and procedures to provide secure and efficient services.

Support the Head of Information Technology in forecasting the budgets and managing financial performance so that the department is able to deliver services required by the Bank.

Manage the teams to ensure effective service delivery and provide support in developing IT solutions, provide guidance to support the teams in delivery of the strategy through technical overview.

Responsible for providing on-the-job guidance to direct reports and staff and ensuring training requirements are identified and communicated to the Head of Information Technology.

Measure performance of subordinates and assist the Head of Information Technology in managing team KPIs in order to maximize departmental performance.

Managing IT Service Desk and responsible for efficient and effective running of the IT Service Desk function as per the industry leading practices e.g. ITIL, COBIT.

Ensure proper implementation of relevant IT processes in line with existing policies and procedures.

Provide data and reporting of KPI’s and trends to IT department and management on weekly and monthly basis. Responsible to drive Ticket Deep Dive and develop strategies for improvement.

Oversee all requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Also, act as escalation point for all requests and incidents.

Help to position Service Desk as the single source of truth and service delivery channel for IT. Consistently monitor and improve service delivery by leveraging on an evolving knowledge management process.

Help develop Service and Business Level Agreements to better manage user expectations. Contribute to developing an effective and workable framework for managing IT support in the bank.

Manage the process for communicating IT outage/emergency activities to other departments in the bank.

Responsible for IT asset management encapsulating all hardware, software, licenses and appliances across all ABQ premises.    

Responsible for vendor SLA and contracts management for relevant systems and services.

Responsible to manage all end user and branch support activities.

Provide governance across all areas of service delivery including service management, incident management, change management and continual service improvement.

Ensure that all the business requirements are managed in accordance to the policies and procedures to provide secure and efficient services.

Work closely with the different IT areas to develop SOP and processes tailored to the applicable regulations and standards.

Collaborates with other departments (e.g., Risk, Compliance, Internal Audit) to address compliance issues and resolutions.

Establish mechanisms and conduct assessments to identify assess and mitigate IT Risks; develop and recommends corrective action plans for resolution.

Review and update relevant policies and procedures as required.

Recommend network solutions to improve connectivity across all sites.

Manage telecoms vendors to ensure alignment with SLA and business requirements.

Day to day management of data, voice and cabling activities.

Administration and setup security controls at the logical layer.

Design resiliency into the ATM and branch networks respectively.

Support and implementation for all telecoms environments across the Bank.

Oversee the design, implementation, security and performance of all database platforms in the bank.

Optimize database licenses and maintenance costs through efficient design, consolidation, and rationalization.

Implement and maintain high availability of databases using both native and specialized software e.g. RAC for Oracle, DB replication.

Set up and support HADR – Active and Physical Data guard etc.

Set up backup and recovery strategies for databases using RMAN, TSM Backup etc.

Restore data based on user request in a timely and secure manner.

Ensure assigned reports related to the unit are timely prepared for the senior management, including regulatory reports, the IT Steering Committee reports and the periodic reports to the Deputy CEO.

Perform database monitoring and health checks for timely identification and correction of potential issues.

Perform preventive maintenance on databases at regular intervals.

Perform databases upgrade, migration and apply relevant patches for databases.

Troubleshoot issues related to database errors, performance and data integrity.

Responsible to manage the Patch Management process across all environments including server,   desktops, databases and network equipment.

Manage and monitor the antivirus and anti-spyware updates across all Windows desktops and servers.

Responsible for IT disaster recovery in alignment with the business requirements, QCB regulatory framework for DR/BCP, Backup Data Storage and Data Center Management and International best practices.

Coordinate with internal IT staff and BCP team for implementation and periodic testing of IT DR in alignment with RPO/RTO set by Business Impact Analysis (BIA).

Responsible for maintenance and management of IT equipment at the DR facility

Ensure assigned reports related to the unit are timely prepared for the senior management, including regulatory reports, the IT Steering Committee reports and the periodic reports to the Deputy CEO.

Job Details

Posted Date: 2019-09-27
Job Location: Doha, Qatar
Job Role: Information Technology
Company Industry: Banking

Preferred Candidate

Career Level: Management
Degree: Bachelor’s degree

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