Job description

Job Purpose Summary

The incumbent is primarily responsible for managing assignments and resources within the Domain Support department. The role supports the Senior Manager, Domain Support and assists in overseeing management and maintenance of QNB systems, ensuring smooth operations and providing support to QNB employees. The position requires shadowing the Senior Manager in assigned projects, deliverables, communications, and technical responsibilities.

A. SHAREHOLDER & FINANCIAL

• Ensure that all areas of the bank are supported with proper computer systems in accordance with IT standards.

• Implement KPIs and best practices.

• Update system profiles periodically with enhancements and upgrades.

• Ensure punctuality and availability for extended working hours when required.

• Comply with SLA turnaround times.

• Manage CRs, TRSs and SARFs.

• Install and validate endpoint agent installations including:

- Anti-Virus

- Ivanti

- SentinelOne (S1)

- Algorithm

• Apply security patches and close vulnerabilities.

• Perform Antivirus installations.

• Perform Disaster Recovery simulations.

• Perform Backup verifications.

• Ensure all GIS agents are installed and functioning.

• Promote cost consciousness, efficiency and productivity.

• Act within delegated authority limits.

• Comply with QNB IPMD requirements.

Manage and maintain one or more assigned technology domains:

Domain 1: Microsoft Infrastructure Services

• Active Directory Services

• Exchange

• SCOM

• Windows Server Components

Domain 2: Microsoft Application Services (.NET Platform)

• QNB Workflow

• In-House Applications

• Move-IT (SFTP)

Domain 3: Security Infrastructure Services

• Trellix Endpoint Defense

• Antivirus

• DLP

• FIM

• Ivanti Patch Management

Domain 4: Citrix Infrastructure Services

• Citrix XenApp

• Citrix VDI

• Remote Access Services

Domain 5: Cloud Infrastructure Services

• Microsoft Azure

• Google Cloud

• Other Cloud Systems

B. CUSTOMER (INTERNAL & EXTERNAL)

• Assist customers with queries regarding bank products and services.

• Maintain activities in accordance with Service Level Agreements (SLAs).

• Build and maintain strong relationships with related departments and units.

• Provide timely and accurate data to Auditors, Compliance, Financial Control and Risk departments.

C. INTERNAL (PROCESSES, PRODUCTS, REGULATORY)

• Oversee recruitment activities.

• Provide motivation and guidance to employees.

• Reinforce performance standards and adherence to QNB values and mission.

• Provide application support including:

- User guidance

- Troubleshooting

- Maintenance

D. LEARNING & KNOWLEDGE

• Proactively identify areas for professional development.

• Remain current with developments in the profession.

• Identify development opportunities for staff.

• Coach employees and prepare them for greater responsibilities.

• Stay updated with Microsoft technologies, operating systems, applications and infrastructure services.

• Pursue certifications such as:

- MCSA

- MCSE

• Engage in self-study and technical research.

• Attend workshops, webinars, conferences and training programs.

• Participate in knowledge-sharing activities.

• Maintain familiarity with Microsoft's official documentation and support resources.

• Bachelor's Degree in Computer Engineering.

  
  

• Minimum 6 years of experience in Technical Support Services.

  
  

• Specialized experience in:

  
  

  • Systems technical design

    
    

  • Implementation

    
    

  • Maintenance across various platforms

    
    

  • IT-related management