Problem Manager
Emirates NBD
Total years of experience :16 years, 7 Months
monthly problem management ITSC deck.
Publish monthly KPI’s of all the entities - overall, EI, Singapore, India, Egypt, KSA,
London, and Asset Management to respective stakeholders.
Publish monthly stats with business units.
Weekly KPI Scorecard for all platform owners.
Weekly ageing report - Problems > 3 months.
Weekly PCA tracker - Publish report for Action Items that have breached target date and
send follow up emails to all action owners - ASCOE, INFRACOE, follow up and get
updates on PBI’s which are with ASCOE for more than la month.
•Provide assistance to PC users to resolve their problems on-line. Log problem calls/ mails into the Help-Desk monitoring system.
•Evaluate the logged calls, escalate the problems if found resolvable by phone, to next level of support and ensure that the problems are responded to/ resolved within prescribed time limit.
•Keep track of the problems being attended to close the call as soon as the report on the resolution of problem is received.
•Provide Feedback to IT Management about the system related issues faced by users to improve the performance.
•Co-ordinate the inspection of infrastructure hardware and network to assess their performance
•Assist staff and provide technical support to them with regard to devices and computer and software applications and related technologies
•Provide support to staff in many ways, and the definition, diagnosis and search for a solution to the problems of the first level of technical support by visiting the location of the problem or remotely using the phone or remote desktop
•Documenting and tracking and monitoring and follow-up calls and the solutions offered and the problems that did not bear
•Escalation of problems to the appropriate level of technical support as the level II technical support "infrastructure"
•Installation and adjustment of computers and the preparation of operating systems and any software required (such as system windows, Microsoft office, Oracle, Acrobat
•Prepare and arrange some training courses and to install and configure any software and systems
•Coordination between customers and employees and between the second level technical support for the provision of such stores
•Ensure the efficient operation of printers and scanners and copier machines all the time
•Assistance in the processing of any celebrations or events carried out by the institution internally or externally
•Management and coordination of some of the projects or systems and staff training and the follow-up all related to or supervise the part
•Handling Office Correspondence
•Managing the mail department
•Scrutinizing bills from Vendors for Equipments and Stationeries
•Attending to customer calls & replying to queries
•Maintenance of attendance sheet and user profiles in system
“SENIOR TELLER”
•To handle Customers with their queries
•To verify Customer’s complaints & requests.
•To assist Customers with appropriate suggestions.
•Helping customer, sending TT, depositing cash and cheques.
•Updating customers with condition and solving customer queries.
•Completely co- ordinates with customer to give them a clear picture.
•To ensure that the documents submitted are appropriate as per the policy.
•Co-ordination with different departments to solve complaints of customers if any and retain them by giving different offers and promotions.
•To distribute data to the sales unit.
•To deal with the direct sales agents.
•Main responsibility is to generate sales.
•To build a strong customers for the bank.
•To move toward the Market and Sales clients.
•Updating making records of DSRs on daily basis.
•Ending up sales by ensuring proper Customer Service.
•To enter all the details in the system and to maintain MIS reports.
•Diploma in Computer Information Processing. •Specialization in Banking and Finance. •Higher Colleges of Technology. •Information Technology Certificate. •PET certificate.