Enterprise IT Support Manager

3 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Ateca Consulting Full time

Ateca Consulting seeks a seasoned Enterprise IT Support Manager to spearhead the E-Channel Hardware support team in Doha, Qatar.

**Estimated Salary: $120,000 - $150,000 per annum**, based on industry standards and location.

Key Responsibilities
  • Ensure 24/7 Operational Continuity: Oversee critical banking systems, including ATMs, cheque book systems, and BSM.
  • Drive Performance and Efficiency: Implement KPIs and best practices to optimize system uptime and resource utilization.
  • Foster Cost-Conscious Culture: Promote cost-effective strategies to maximize benefits and minimize waste.
  • Exercise Delegated Authority: Effectively manage delegated tasks within the team and monitor progress.
  • Display Financial Acumen: Demonstrate a solid understanding of the institution's financial and operational performance metrics.
Customer Focus
  • Collaborate with Internal Teams: Work closely with Program Directors and Quality Assurance to improve workflows and create performance measurement reports.
  • Maintain System Uptime: Ensure maximum system availability for ATMs, cheque book systems, and POS.
  • Liaise with Support Teams: Address customer inquiries and support needs through effective communication with internal E-Channel support teams.
  • Enhance Service Delivery: Meet SLAs by streamlining processes and improving turnaround time.
  • Provide Accurate Data: Deliver timely and accurate data for external/internal audits, compliance, and risk management.
Internal Processes
  • System Administration: Support system administration, upgrades, and monitoring applications.
  • Coordinate with Systems Group: Deploy new capabilities and maintain system uptime through collaborative efforts.
  • Oversee System Hardware: Manage system hardware specifications, diagnostics, troubleshooting, and repairs.
  • Standardize Processes: Improve processes in line with best practices and software development methodologies.
  • Manage Key Servers: Oversee key servers (Gasper application, EJ, DB, Web, Cheque book, TA, and Ter master servers).
  • Disaster Recovery: Serve as the Disaster Recovery representative, ensuring readiness and participation in periodic testing.
  • Administer Essential Services: Handle remote troubleshooting of customer software issues.
Continuous Improvement
  • Lead Improvement Initiatives: Drive improvement initiatives and encourage innovative solutions within the team.
  • Cross-Functional Collaboration: Set examples for cross-functional collaboration and adopt industry-leading practices.
  • Reward Creativity: Recognize and reward creativity and out-of-the-box thinking in daily operations.
Learning & Knowledge
  • Advanced Technical Knowledge: Maintain advanced technical knowledge to ensure enterprise-level network systems' effectiveness.
  • Pursue Professional Development: Actively pursue professional development for oneself and team members.
  • Regular Performance Reviews: Conduct regular performance reviews and address team dynamics to optimize productivity.
  • Facilitate Staff Growth: Facilitate staff growth and prepare team members for increased responsibility.
Legal, Regulatory, and Risk Framework Responsibilities
  • Adhere to Legal Requirements: Adhere to all legal, regulatory, and compliance requirements, including AML, CTF, and Data Protection policies.
  • Manage Risks: Embrace the Three Lines of Defense approach, managing risks effectively.
  • Support Risk Framework: Support risk frameworks through incident reporting and remediation in line with operational risk requirements.
  • Mandatory Training: Complete all mandatory training and maintain required certifications to ensure full qualification for the role.
Confidentiality and Professionalism
  • Data Protection Standards: Uphold strict data protection standards to safeguard sensitive information.
  • Confidentiality: Maintain confidentiality for internal and client information, sharing on a need-to-know basis.
  • Professional Standards: Exhibit the highest professional standards to uphold the institution's reputation and market leadership.

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