Manager - Technical Support

Job description / Role

Our client, a leading financial institution in Bahrain are keen on onboarding a Manager of Technical Support.

Job Purpose/Objectives: Responsible to manage the following sections:
- Helpdesk section
- System administrators section
- Database administration section
- Network administrator section

Dimensions e.g. Targets, budgets, staff numbers:
- 10 HP-UX servers hosting core banking applications in main data center and DRS.
- 8 Sun servers with Solaris Operating system
- More then 100 servers with windows 2000 and LINUX operating systems
- On-line real time processing up to 200,000 daily transactions 24 branches including remote and overseas branches.
- ATM Switch and 62 ATMs
- Office Automation systems consisting of 10 serves and 550 PCs
- Other critical systems such as Call center, Internet banking, SMS gateway and etc providing 24 x 7 services.
- Credit card system consisting of 4 online authorization system, POS management system and others.
- Treasury systems including Kondor, Reuters and etc.
- 4 windows servers hosting the SWIFT applications

Principal Responsibilities: Manage the following efficiently and effectively:
- To ensure mission critical systems in IT department are up and running to serve the customers 24x7.
- To ensure efficient support is provided by the Helpdesk section to all bank systems and users.
- To ensure the system administrator section monitor and administer all bank servers and systems to minimize down-time and meet SLA.
- To ensure the communications systems LAN/WAN are operational 24x7 to guarantee delivery of services.
- To ensure the database administrators are maintaining an efficient database environment for all the systems in the bank to ensure secure, reliable, uninterrupted and efficient services.
- To do a regular assessment to the reporting sections and identify areas of improvements.
- To reduce cost of paper printing or other costs, where possible
- To ensure all the sections work closely with the vendors and other units in the department and take full ownership of all activities related to their sections during IT projects.
- To prepare new contract and ensure all current technical contracts payment is made on time as per the payment clauses in the contract.
- To prepare and monitor the budget for IT department.
- To ensure infrastructure projects are executed and implemented as per project plans and on time and Provide regular progress reports on infrastructure projects to head of IT Department.
- To provide proposal for upgrade to new technology in a responsible manner.
- To ensure all activities related to ATM installation, shifting, upgrading, testing and maintaining are done regularly and in timely manner.
- To ensure the sections implement all audit points raised by internal /external auditors in timely manner.
- Provide statistic and KPI (Key performance indicators) reports on regular basis to the head of department.
- To ensure that time keeping and performance level of immediate subordinates are of an acceptable standard.
- To prepare a development plan for selected staff (based on their performance and willingness to learn) by providing adequate training and on job hands on training.
- To ensure that all documentations related to systems, procedures and projects are in order.
- Ensure SLAs are established for each section, implemented and updated on regular basis.
- To ensure all the sections maintains accurate records, configuration and drawing for all the systems.
- To ensure all the sections monitor all the systems, review logs and takes proactive measures to avoid any service disturbance.
- To regularly ensure all the sections create/ update all forms/procedures/policies and maintain an accurate inventory records for all the systems/ license/ equipments used in the bank.
- To coordinate with vendors for all activities related to the reporting sections.
- To ensure the infrastructure in overseas branches are well managed and systems are maintained as per the regulators.
- To ensure all capital expenditure /purchase request related to IT department project and systems maintenance are processed on time and well managed.
- To ensure the readiness of the department to address the approve BCP scenarios.
- To ensure regular DRS test is conducted involving branches, HO and selected channels.
- To ensure the DRS setup is updated as per procedure and ready to be used in case of a disaster.
- Regular review on the infrastructure setup and provide recommendation to reduce on cost.
- Complete the annual RCSA program by proper identification and rating of all the salient and material risks in your function / department and the controls thereof, both existing and proposed, in coordination with the Operational Risk department. Also ensure / coordinate / follow-up for implementation of any action plan finalized by the Operational Risk Management Committee for enhancing setting up controls in your department / function and cooperate with any other associated function and Operational Risk department in this regard.
- Maintain utmost confidentiality with respect to the information obtained during the day-to-day performance of duties/ responsibilities.

Requirements

Job Context:
- To ensure uninterrupted IT services for 24x 7 to enable bank serve its customers.
- To ensure excellent service level is provided by interacting with the subordinates, vendors, rest of IT department and internal users to ensure the desired service level
- To ensure procedures/polices are updated and followed by all reported sections.

Knowledge, Skills, Experience and Behaviours:
- B.Sc. in Computer Science or equivalent.
- 10 - 15 years experience in a similar positions at a bank
- Rich knowledge of infrastructure setups
- Experience with complex network is preferred
- Good level written and communication skills
- Self motivated & team player
- Experience in coordination with vendors/suppliers regulators and major service providers.

About the Company

AXIZ Consulting is based in the Dubai International Finance Centre and offers a bespoke, highly consultative recruitment service to local and international organisations across the GCC in both professional services and primary industries. Its founding two members come from a blend of executive search and contingent recruitment and they have taken some of the best practices of executive search and applied this to contingent recruitment in order to produce a service which offers maximum value to clients.

In order for us to build a successful company, we identified a core aim: to offer our clients a service that surpasses that of our competition. In order to do this, we have put into place both internal and external processes that ensure clients receive a consistent and professional service which gets the right results, in the right way.