Senior Manager, IT Service Delivery
External Job Pull
Qatar,Qatar,Doha
منذ 1 يوم
source : drjobs.ae

The job holder will be responsible for the developmentand implementation of optimum IT Service delivery includingmonitoring of Banking Applications and Infrastructure, IToperations process and capacity planning for the bank.

Ensure thatall end user IT peripherals are functional and adequate IT supportservices are provided to all bank branches.Support the Head ofInformation Technology in developing the IT service delivery andinfrastructure strategic plan and ensure effective Implementationto optimize the efficiency and scalability of servicesdelivered.

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

Ensureimplementation of relevant IT processes, policies and proceduresand ensure that the work performed by support team is in line withthat bank’s policies and procedures.

Review and update relevantpolicies and procedures as required.Ensure that all the businessrequirements are managed in accordance to the policies andprocedures to provide secure and efficient services.

Support theHead of Information Technology in forecasting the budgets andmanaging financial performance so that the department is able todeliver services required by the Bank.

Manage the teams to ensureeffective service delivery and provide support in developing ITsolutions, provide guidance to support the teams in delivery of thestrategy through technical overview.

Responsible for providingon-the-job guidance to direct reports and staff and ensuringtraining requirements are identified and communicated to the Headof Information Technology.

Measure performance of subordinates andassist the Head of Information Technology in managing team KPIs inorder to maximize departmental performance.

Managing IT Service Deskand responsible for efficient and effective running of the ITService Desk function as per the industry leading practices e.

g.ITIL, COBIT.Ensure proper implementation of relevant IT processesin line with existing policies and procedures.Provide data andreporting of KPI’s and trends to IT department and management onweekly and monthly basis.

Responsible to drive Ticket Deep Dive anddevelop strategies for improvement.Oversee all requests, incidentsand problems.

Manages and coordinates urgent and complicatedsupport issues. Also, act as escalation point for all requests andincidents.

Help to position Service Desk as the single source oftruth and service delivery channel for IT. Consistently monitor andimprove service delivery by leveraging on an evolving knowledgemanagement process.

Help develop Service and Business LevelAgreements to better manage user expectations. Contribute todeveloping an effective and workable framework for managing ITsupport in the bank.

Manage the process for communicating IToutage / emergency activities to other departments in thebank.Responsible for IT asset management encapsulating allhardware, software, licenses and appliances across all ABQpremises.

Responsible for vendor SLA andcontracts management for relevant systems and services.Responsibleto manage all end user and branch support activities.

Providegovernance across all areas of service delivery including servicemanagement, incident management, change management and continualservice improvement.

Ensure that all the business requirements aremanaged in accordance to the policies and procedures to providesecure and efficient services.

Work closely with the different ITareas to develop SOP and processes tailored to the applicableregulations and standards.

  • Collaborates with other departments(e.g., Risk, Compliance, Internal Audit) to address complianceissues and resolutions.Establish mechanisms and conduct assessmentsto identify assess and mitigate IT Risks;
  • develop and recommendscorrective action plans for resolution.Review and update relevantpolicies and procedures as required.

    Recommend network solutions toimprove connectivity across all sites.Manage telecoms vendors toensure alignment with SLA and business requirements.

    Day to daymanagement of data, voice and cabling activities.Administration andsetup security controls at the logical layer.

    Design resiliency intothe ATM and branch networks respectively.Support and implementationfor all telecoms environments across the Bank.

    Oversee the design,implementation, security and performance of all database platformsin the bank.Optimize database licenses and maintenance coststhrough efficient design, consolidation, andrationalization.

    Implement and maintain high availability ofdatabases using both native and specialized software e.g. RAC forOracle, DB replication.

    Set up and support HADR - Active andPhysical Data guard etc.Set up backup and recovery strategies fordatabases using RMAN, TSM Backup etc.

    Restore data based on userrequest in a timely and secure manner.Ensure assigned reportsrelated to the unit are timely prepared for the senior management,including regulatory reports, the IT Steering Committee reports andthe periodic reports to the Deputy CEO.

    Perform database monitoringand health checks for timely identification and correction ofpotential issues.Perform preventive maintenance on databases atregular intervals.

    Perform databases upgrade, migration and applyrelevant patches for databases.Troubleshoot issues related todatabase errors, performance and data integrity.

    Responsible tomanage the Patch Management process across all environmentsincluding server, desktops, databases and networkequipment.

    Manage and monitor the antivirus and anti-spyware updatesacross all Windows desktops and servers.Responsible for IT disasterrecovery in alignment with the business requirements, QCBregulatory framework for DR / BCP, Backup Data Storage and DataCenter Management and International best practices.

    Coordinate withinternal IT staff and BCP team for implementation and periodictesting of IT DR in alignment with RPO / RTO set by Business ImpactAnalysis (BIA).

    Responsible for maintenance and management of ITequipment at the DR facilityEnsure assigned reports related to theunit are timely prepared for the senior management, includingregulatory reports, the IT Steering Committee reports and theperiodic reports to the Deputy CEO.

    Job Details Posted Date : 2019-09-27 Job Location : Doha, Qatar Job Role : InformationTechnology Company Industry : Banking Preferred Candidate CareerLevel : Management Degree : Bachelor's degree

    بلغ عن هذه الوظيفة
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    قدِّم طلب ترشيحك
    بريدي الالكتروني
    بالضغط على "واصل" ، أعطي موافقة neuvoo على معالجة بياناتي وإرسال تنبيهات إلي بالبريد الإلكتروني ، على النحو المفصل في سياسة خصوصية لـneuvoo . يجوز لي سحب موافقتي أو إلغاء الاشتراك في أي وقت.
    واصل
    استمارة الطلب