IT channels integrations services support manager
NBAD
Total years of experience :24 years, 2 Months
App support manager for more than 35 staff includindigital
o Lead and deliver the ongoing service review secure improvement and efficiency. o Evaluate the impact of the support and regularly report on progress made. o Undertake detailed analysis of customer data and feedback to support service development and establish methods to share this information with colleagues o Support the Head of Service Improvement & ensure the plan is monitored, challenged and progress reported to senior management and Board. Proactively work across teams to identify issues/ blockages and work collaboratively to resolve them and improve performance. o Manage any self-assessment exercises and produce an annual report to customers o Lead the Service Improvement team on projects to research and review the performance of to identify best practice. o Establish and manage mechanisms to disseminate and share best practice with colleagues effectively influence and support them in delivering change and service improvements o Maintain an external focus and network of contacts in order to keep up to date with best practice. Shadow other organizations and bring best practice ideas into the business o Manage the delivery of the policy review plan to ensure all policies and strategies are regularly reviewed, reflect legislative changes, best practice and are customer focused. Research and report to senior Management o Develop and co-ordinate the resident engagement/involvement framework to offer a range of involvement options for customers and build customer capacity o Monitor the effectiveness of resident involvement and report on the impact to senior management, Board and customers. o Seeks opportunities for external funding and other resources to enhance resident involvement o Ensure team targets are achieved and ensure deliverable outcomes with regards to the Service Improvement team’s work plan o Attend meetings, seminar and conferences relevant to the post holder. 2. Change Manager: Apply a structured methodology and lead change management activities Assess the change impact Complete change management assessments Identify, analyze, prepare risk mitigation tactics Identify and manage anticipated resistance Consult and coach project teams Support communication efforts Support and engage senior leaders Support organizational design and definition of roles and responsibilities Coordinate efforts with other specialists Integrate change management activities into project plan Evaluate and ensure user readiness Manage stakeholders Track and report issues Define and measure success metrics and monitor change progress Support change management at the organizational level. Manage the portfolio and change load 3. Project Manager lead the planning and implementation of project facilitate the definition of project scope, goals and deliverables define project tasks and resource requirements develop full scale project plans assemble and coordinate project staff manage project budget manage project resource allocation plan and schedule project timelines track project deliverables using appropriate tools provide direction and support to project team quality assurance constantly monitor and report on progress of the project to all stakeholders present reports defining project progress, problems and solutions implement and manage project changes and interventions to achieve project outputs project evaluations and assessment of results
Support Run & Build of the IT systems on daily basis following Incident Management, Problem Management, Release Management and Change Management in ITSC followed ITIL process.
Working with colleagues to ensure the smooth transition of all enhancements and major projects through to support.
Ensuring global compliance to all developed policies, procedures and forms.
Managing a team of internal and Outsource Providers, to ensure the delivery of support services and the maintenance of system integrity at all times.
Effectively and efficiently provide application assistance, support and cover to all NBAD users using the HP service Managements logging system.
Analyze existing and future IT requirements and plans for supporting the business.
Conduct project planning and coordinate tasks / projects with team members.
Take corrective and preventative actions to resolve and prevent incidents / problems.
Oversee operations support for delivery channels banking applications.
Manage and participate in projects related to my team applications.
Planning for service enhancements by putting KPIs.
Manage the 1st line support shifts, assign the responsibilities, Monitor the performance and assign to them the daily check lists.
Work with business users, Business Relationship Managers (BRMs) and other stake holders to understand business challenges and requirements and drive solutions for the same.
Drive continuous process improvements to support business efficiently and effectively.
Conduct regular service reviews with related parties for service improvement.
Develop, enhance and expand internal and external relationships
• Manage Applications Deployment team for gulf region (AE, QA, BH and Yemen)
• Review performance of services from third party service providers periodically
• Analyze existing and future IT requirements and plans for supporting the business.
• Prepares case study recommendations.
• Conduct project planning and coordinate tasks / projects with department employees.
• Determine systems availability parameters.
• Take corrective and preventative actions to resolve and prevent incidents / problems.
• Receive and evaluate request for change.
• Oversee operations support for banking applications.
• Ensure policies and procedures mandated & practiced by the Applications Team staff.
• Plan and ensure that Audit recommendations are fulfilled.
• Manage and participate in projects related to Applications.
• Review changes implemented.
• Being responsible for distributing all tasks among Applications support team.
• Prepare full documentation and recovery plans for all tasks related to Applications Support team.
• Contributing in SLA to business needs as Support applications team leader
• Planning for service enhancements by putting KPIs
• Maintaining and monitoring the services over Unix and windows servers by using MS operations manager
• Manage the deployment and enhance the Central bank Systems (ICCS and WPS) in contributions of the vendors
• Leads the projects of many banks related system (Eximbills, Fin One, Cashier, ATM) to be complied with PCI requirements.
• Being responsible for Applications Support and serving all institute users
• Apply & deploy IT policies and procedures for all Bank applications includes high availability, safety, security,
• Support different applications end users.
• Monitor IT services working within data center to ensure optimum customer services to end users.
• Participate in implementing an administrating help desk system to monitor & control IT support.
• Handling and monitoring backup for all systems working inside the Data Center (daily, weekly, monthly and yearly).
• Support users on different platforms (Windows, AIX, AS400)
• Support trade finance applications (Eximbills) and manage all related technical issues
• Being and administrator of Open2 ATM system and all its functionalities, HSM, Pin Mailer, Cards Management system, Edit Package and File transfer system humming bird.
• Implement and deploy archiving solutions for all the Bank Departments and being 1st line support for all related applications
• Responsible and admin for Signatures system in all bank departments.
Acting beside my duties as Service desk Admin by assigning the tickets for the technicians and ensure prioritize and categorize the incidents
Support all Bank Users techihcally hardware and SW and
Support all applications related to bank systems play main role in
E channles managments and Support all related applications ATM, Internet Banking, IVR and SMS System
• Assurance of the smooth run of the End of Day cycle for core banking application.
• Prepare all reports required by our branches, departments &send them by secure mail
• Keep monitor IT services to ensure optimum customer services to end users.
• Daily process of all ATMs transactions on our system, and preparing our (Incoming / Outgoing) files to Visa International.
• Get all the secure ways for prevent the operations room from any internal and/or external harm and get the minimum faults for all the systems related to operations room. Since it’s considered as one of the most important section in the ITC.
• Do the necessary backup for all the systems inside the operations room (daily, weekly, monthly, yearly) and make sure that those backups are taken correctly
درجة مئوية
