Job Summary
The incumbent is primarily responsible of managing the team within the Domain Support department to lead the maintenance and support of the Domain operations function and its processes and procedures and ensure that services are delivered with budgeted cost targets.
Main Responsibilities
A. Shareholder & Financial:

• Ensure that all areas of the bank are supported with proper computer systems in accordance with the IT standards.
• Assist in the preparation of strategies, standards, and guidelines for hardware, software and security of the Group's enterprise domain network in accordance with the overall windows, servers and systems security policies of the Group.
• Implements KPI's and best practices for AVP Domain Support
• Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
• Act within the limits of the powers delegated to the incumbent.

B. Customer (Internal & External):

• Maintain contact with Head of Technical Support and serve as liaison between the Domain team and customers.
• Provide support for all non-core Servers and Infrastructure Applications (Active Directory, Exchange, Archiving, Enterprise Backup, ECC, Sharepoint, etc.), including upgrades, installation, troubleshooting and maintenance.
• Oversee administrators and consultants as needed.
• Consult with Program Directors and Management Team to create efficient work flow.
• Consult with Quality Assurance staff to create Performance Measurement Reports for analytical review.
• Maintain contact with Head of Technical Support and serve as liaison between the technical team and customers To assist customers in all their queries on Bank's product and seek solution to their requests.
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
• Build and maintain strong/effective relationships with related departments/units to achieve the Group's objectives.
• Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

• Standardize practices and procedures based on a best practice methodology.
• Specify hardware and software solutions for Division users.
• Install components; analyze problems; diagnoses and repairs systems.
• Work with management to plan development of computer infrastructure
• Prepare lifecycle procedures and guidelines for implementation and maintenance of enterprise domain components.
• Lead the documentation of problems relating to hardware, software, and setup of prescribed formats, and ensure that the same are resolved in the most expedient manner.
• Prepare detailed requirements of enterprise user components for projects assigned and objectives within the limited resources, time and budget.
• Assist in the preparation of strategies, standards, and guidelines for business continuity and contingency planning of the Group's enterprise networks.
• Assist in the overall recruitment process of the individual resources in his areas of responsibility.
• Research and recommend current and new products and standards.
• Organize backup staff to critical tasks and assign personnel in case of a holiday breakdown.
• Lead the selection of vendors and assignment of contracts for the area of responsibility as per the purchasing policy of the Group.
• Participate in meeting ad-hoc requirements as and when required.
• Initiate project progress meetings where members of the projects are all present and work assignments can be discussed and assigned.
• Work with Domain Administrators to implement new hardware and applications.
• Administration of all Servers (DC, DR, Branches, and Departmental Server).
• Consult with Quality Assurance staff to create Performance Measurement Reports for analytical review.
• Maintain maximum system up time for maximum end-user productivity.
• Apply software patches / upgrades and respond to user requests as needed.
• Diagnose problems with hardware (Server) and Operating Systems.
• Repair or upgrade Servers.
• Perform pro-active maintenance on all Domain computing equipments.
• Understand and work with Microsoft Active Directory, administration, creation of user accounts and Internet E-mail.
• Administrate and assure the existence and readiness of DR setup to all production infrastructure systems.
• Serve as a site representative to the Disaster Recovery committee and participate in periodic DR testing.
• Administer Domain Services, Active Directory on Server, multiple SQL Servers, IIS Servers and Terminal Servers.
• Create and generate all required system documentation.
• Generate enthusiasm among team members by challenging others to develop as leaders while serving as a role model and facilitate effective team interaction.
• Ensure staff motivation to maintain responsiveness to a 24 hour based support and user environment via a help desk concept.
• Continuous Improvement:
• Set examples by leading improvement initiatives through cross-functional teams ensuring successes.
• Identify and encourage people to adopt practices better than the industry standard.
• Continuously encourage and recognise the importance of thinking out-of-the-box within the team.
• Encourage, solicit and reward innovative ideas even in day-to-day issues.

D. Learning & Knowledge:

• Ensure the provision of end user training as and when required.
• Posses a high technical knowledge to provide convenient enterprise network systems delivery, and understand the network and systems architecture to resolve any business disruption or inconvenience to the users that may critically impact the Group.
• Identify areas for professional development of self and act to enhance professional development.
• Demonstrate ability to provide a team with direction and vision, including motivating people to perform, listening to people, providing feedback, recognizing strengths and providing challenges.
• Identify any areas for professional development of self and all direct reports, and act to enhance professional development of self and others.
• Proactively identify areas for professional development of self and undertake development activities.
• Seek out opportunities to remain current with all developments in professional field.

E. Legal, Regulatory, and Risk Framework Responsibilities:

• Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML & CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).
• Understand and effectively perform your role under the Three Lines of Defence principle to identify measure, monitor, manage and report risks.
• Ensure systematic good outcomes for clients in accordance with Conduct Risk policy.
• Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements.
• Maintain appropriate knowledge to ensure full qualification to undertake the role.
• Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence.
• Attend mandatory (internal and external) seminars as instructed by the Bank.

F. Other:

• Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.
• Maintaining utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators.
• Maintain high professional standards to uphold QNB's reputation and to strengthen its market leadership position.
• All other ad hoc duties/activities related to QNB that management might request from time to time.

Education and Experience Requirements

• 
  Bachelor's Degree in Computer Science, Computer Engineering or any related subject.
• At least 10 years experience in in financial services with a specialization in managing systems network design, implementation and maintenance.