Supervisor Technical Support Services (Saudi National)

Job description / Role

Our exclusive and esteemed client who has steadily grown to be the biggest bank and leading financial institution in the Middle East and North Africa Region with a market share around 45% of banking sector assets is looking to hire a manager trade finance operations.

Job Purpose Summary:

The incumbent is primarily responsible of leading the team within the technical support department and manage all the essential processes to ensure that the department is providing the users with a comprehensive technical support to enhance further the Country’s goals/objectives.

Essential Duties & Responsibilities by Dimensions:

Shareholder & Financial:
- Coordinate and obtain approval from Head of Infrastructure Services and GM of Global Information Technology for transactions that would have an impact on capital or operating expenditures.
- Assist in the preparation of strategies, standards, and guidelines for data and systems security of the Country’s enterprise network in accordance with the overall systems security policy of the Country.
- Take part in the overall IT strategy execution.
- Assist in implementing Key Risk Indicators (KRIs) and manage the Country’s exposure to IT related risk effectively accordingly.
- Assist in implementing Key Performance Indicators and monitor and measure the quality of the unit’s performance accordingly.


Customer (Internal & External):
- Liaise with the business unit heads for their data requirements and follow-up as and when required to answer their business needs.
- Oversee relations with selected vendors for systems software, application and hardware delivery and maintenance.
- Build and maintain strong and effective relationship with all other related departments and units to achieve the Country’s goals/ objectives.
- Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.

Internal (Processes, Products, Regulatory):
- Manage the resources and coordinate among staff and subordinates in the installation, monitoring, and maintenance of network components including workstations, software, peripherals, lines, cabling, network equipment, and ATMs within the overall objectives of the Country IT and business plans.
- Lead the preparation of lifecycle procedures and guidelines for design, selection, implementation and ongoing maintenance of enterprise network components.
- Ensure the preparation of detailed requirements of enterprise network components for projects assigned and objectives within the limited resources, time and budget.
- Oversee the preparation and maintenance of documentation and standards for the different activities in the enterprise network support unit.
- Ensure the preparation and maintenance of enterprise network inventory and maintenance history.
- Recommend technical solutions to the Country's business requirements.
- Research and recommend current and new products and standards.
- Select vendors and assign contracts for the area of responsibility as per the purchasing policy of the Country and after approvals from the Head of Infrastructure Services and GM of Global Information Technology.
- Maintain high control over quality of implementation using check lists and guidelines.
- Keep the network safe from any viruses or intrusions, penetration, spoofing based on the overall network and security policies. And ensure protection of enterprise network from external networks given that the internet is very crucial and requires highest security standards and controls.
- Occasionally take on Project Manager role to manage and deliver projects, as per IT governance guidelines
- Participate in meeting ad-hoc requirements as and when required.
- Prioritize projects and tasks in coordination with other unit managers and the Head of Support & Operations.
- Recommend projects and update project tasks status, and costs to the

Head of Support & Operations.
- Lead the change management of network components under acceptance to live operation or retirement of such components within the Country’s IT architecture based on business objectives and strategy.
- Assist in the overall recruitment process of the individual resources in the areas concerned.
- Delegate activities to subordinates within the overall IT organization strategy.
- Organize backup staff to critical tasks and ensure personnel availability in case of a holiday breakdown.
- Motivate staff to maintain responsiveness to a 24-hour based shift to ensure reliable support to all calls through the help desk.
- Report to the Head of Infrastructure Services for approvals of work and prioritization of projects at hand.

Learning & Knowledge:

- Initiate regular Technical Support departmental meetings which aim to add value by discussing progress, problems, and any other issues of concern.

- Spearhead project progress meetings where members of the projects are all present and work assignments can be discussed and assigned.
- Possess in depth technical knowledge to provide a convenient enterprise network for systems delivery and understand the network and systems architecture to resolve any business disruption or inconvenience to the users that may critically impact the Country.

- Understand system components to enable proper decision making on methods used to resolve problems that may critically impact the Country’s networks or systems.
- Identify areas for professional development of self and direct reports and act to enhance professional development of self and others.

Other:
- Ensure high standards of confidentiality to safeguard commercially sensitive information.

Requirements

Education/Experience Requirements:
- Bachelor’s Degree in Computer Engineering.
- Minimum 6 years experience preferably in in Technical Support services with a specialization in IT related management of systems technical design, implementation and maintenance on a wide variety of platforms.
- Training courses and certification in server operating systems (e.g. Windows Certified Professional), PC systems, networks design and protocols (e.g. Cisco Certified Engineer), ATMs and network security.

Required Special Skills:
- Excellent oral and written communication skills in English and Arabic (preferable).
- Effective leadership and management skills.
- Strong analytical, problem solving, decision-making and financial management skills.
- Self-driven with well-developed motivational and team-building skills.
- Project management skills.
- Ability to identify need for change, adaptable and flexible in anticipating and realizing market opportunities.
- Strong documentation skills.
- Good interpersonal skills.

Operating Environment/ Location:
- The enterprise network support environment provides the platform to run and inter-network systems using hardware, operating systems, network systems, and network architecture to provide secure, convenient, and highly available systems for users across the Country. It also provides remote services such as ATMs, POS and International and local networks.
- It requires a high degree of quality control in the implementation and monitoring to ensure best level of service and maintenance of security and contingency controls.
- Asset management plays a major role to keep sufficient control over inventory and distribution of assets with maintenance contracts in place to keep the service levels at the highest utilization standards.
- The referenced position will be based in Country and will involve liaison with the support functions at HO.
Framework and Boundaries:
- Country’s overall strategic plan.
- Budgetary/ scorecard targets.
- Applicable policies and procedures.
- Relevant regulatory pronouncements of the applicable local and international regulators and related best practices.
- Delegated and re-delegated authorities as per the delegation of authorities’ structure.
- Instructions of the Head of Support & Operations, GM IT.

Communications and Working Relationships:
- The nature of projects control requires interaction with resources outside the control of technical support the same should be coordinated with the managers in charge of these resources.
- Business departments within the Country are responsible to provide Systems network requirements via the standard mechanisms, all such issues are managed by the Head of Support & Operations.
- Divisional and departmental heads of business units, network project teams, units providing support operations and all other related divisional/ departmental heads.

Supervisory Responsibilities:
Solid line reporting:
IT Coordinator.

About the Company

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Who we are.

We are a team of industry experts, driven by a passion for innovation and excellence. We are dedicated to providing unique talent solutions and nurturing collaborative partnerships that redefine success.