IT Manager
Qatar National Bank
Total years of experience :23 years, 8 Months
Pre-opening Phase: Played essential role, in IT and non-IT related matters, in order for the Bank to become operational. Help design and build bank infrastructure as per QNB target operating model design. Assist in legal and regulatory requirements. Liaise between local vendors, service providers, contractors and different units at HO in Qatar.
Shareholder & Financial:
ITD budget preparation, CapEx/OpEx, ensuring the branch is equipped with the necessary IT applications and equipment to support their operations.
Setting and developing the Technology Key Risk Indicators (KRIs) which shall be applicable within the branch to manage the bank’s exposure to IT related risks effectively.
Customer (Internal & External):
Provide secure, convenient and highly available systems for users in the branch and remote services such as ATMs, POS and International and local networks.
Build and maintain strong and effective relationship with the all other related departments and units to achieve the branch’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):
Undertake the day to day operation of the mainframe/Data Center/ mini-computer, in accordance with operating procedures and objectives.
Ensure that activities comply with internal computer operations procedures.
Manage the implementation of changes to operations procedures, processes and hardware, ensuring the changes are implemented as required.
Maintain detailed knowledge of relevant systems, & new ones as they are implemented.
Provide support to users of the organization’s software and hardware and recognize problems, researches and resolve them.
Assist with installation and loading of hardware and software; logs PC maintenance calls.
Responsible for all computer networks within the branch organization.
Manage the purchases of all infrastructure equipment.
Address the regulatory authority IT requirements.
Ensure that network operates effectively and efficiently; liaise with contractors and suppliers ensuring that network is maintained.
Manage all aspects of system security based on bank security policy.
Maintain the operational IT service to bank’s desktops, provide helpdesk support function to answer queries and resolve problems that arise.
Log all support requests received on the database and update the log details with actions taken as appropriate.
Resolve faults and respond to requests for advice and assistance, as appropriate.
Analyze, specify and plan the day to day changes required for the technical infrastructure.
Acquire and maintain current knowledge of relevant products and support policies in order to provide technically accurate solutions.
Undertake the implementation and routine maintenance of the telecommunications systems within the division/ organization.
Undertake the implementation and maintenance of PC and host based operational systems within the organization.
Evaluate the designs of new systems and their appropriateness or compatibility with other operational applications and or local regulatory requirement.
Provide Business with technical input in the implementation of new systems or with the enhancement of present systems, especially where changes to overnight processing or data interfaces are required.
Learning & Knowledge:
Possess an understanding of International Banking business processes and controls in all IT-related operational areas.
Identify areas for professional development for other departments, and act to enhance professional development of others by providing training sessions.
Other:
Ensure high standards of confidentiality to safeguard commercially sensitive information.
Handling some of the Administration dept. functions, in terms of MEP (mechanical, electrical), and HVAC maintenance and contracting, civil works, stock supply, invoicing control, QNB branding, event planning, CapEx/OpEx preparation.
Perform eod, eom, eoy closing, print all the reports generated, distribute them to depts
Ensure all reports are fully automated to comply with Central Bank and Head Office requirements. Maintain and apply modifications to these reports in addition to the proper documentation of these modifications.
Implement and update Central Bank applications
Perform backup for all systems (AS400, AD, Exchange, Swift, File Server, Users PCs) ensure proper storage of backup media as per policies & procedures.
Provide and develop training for users where needed
Provide IT support per request from various users
Develop, update, and maintain IT related policies, procedures, forms, manuals, system upgrades and fixes logs, software releases log, consumable usage logs, helpdesk incident log.
Maintain all the hardware
Track all hardware (name, model #, type, serial #, location etc…), and software (licenses, CD library, manuals, etc...).
Implement security levels for each user on shared resources
Monitoring and managing system resources including resources usage, disk usage, antivirus, patches deployment, as well as access to equipments in the computer room.
Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups (Windows & AS400).
Apply OS and software patches and upgrades on a regular basis, and improve administrative tools and utilities. Configure / add new services as necessary.
Perform ongoing performance tuning, hardware upgrades, preventive maintenance and resource optimization as required.
Performing the maintenance, upgrade and troubleshoot of the branch connectivity with KSA and needs: as per request of KSA’s team.
Assist in planning and implementing contingency site, carry on disaster recovery and business continuity tests.
Assist in defining, creating, and implementing security architecture across the IT components.
Create, modify, delete, and maintain all user profiles on all active Operating Systems.
Administer the Active Directory of the Bank.
Monitor systems used at the Bank, ensure there is no access violation and take appropriate action when any is detected.
Ensure adequate physical security over IT equipment.
Participate in promoting security awareness program.
Implement and review access privileges on systems.
Produce monthly reports on overall security issues and findings that must be addressed by management
Responsible for managing technology support, help desk support, asset management, and technology procurement functions.
Manage the help desk team and evaluate performance.
Ensure customer service is timely and accurate on a daily basis.
Recruit, train and support help desk representatives and technicians.
Set specific customer service standards.
Contribute to improving customer support by actively responding to queries and handling complaints.
Establish best practices through the entire technical support process.
Follow up with customers to identify areas of improvement.
Develop daily, weekly and monthly reports on help desk team’s productivity.
Provide customer feedback to the appropriate stakeholders.
Three years program in specialised banking studies.
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