Job Summary

The incumbent will be responsible for performing operational support duties of the E-Channels products. Assists the head of E-Channels as directed; performs account reconciliation duties; monitors E-Channels products status and currency usage; assists in the proposal and installation process; performs a cost benefit and risk analysis; negotiates pricing to optimize profitability of related product or service solutions. Contributes to the Bank's deposit growth strategies and goals and investigates E-Channels products related electronic fund transfer (EFT) customer disputes or fraudulent issues in accordance with QCB regulations. Performs a variety of routine daily tasks; reviews reports, prepares correspondence; participates in special department projects.

Main Responsibilities

A. Shareholder & Financial:

To ensure that the ATM’s , cheque book , BSM are runs smoothly 24 hours a day.

- Implements KPI’s and best practices for E-Channel Hardware 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 and delegate authority to the respective staff and monitor exercise of the same.

- Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.

B. Customer (Internal & External):

- 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 maximum system up time for maximum performance of QNB ATM’s,cheque book POS

- Maintain contact with AVP of E-channels Hardware Support and serve as liaison between the e-channel team and customers.

- Provide support for All systems and Applications (vision, cheque book, TA, BSM, etc.), including upgrades, installation, troubleshooting and maintenance.

- 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):

- Support the systems administration activities, installation and upgrades.

- Develop or enhance monitoring applications and scripts.

- Work with the Systems Group to deploy Web capabilities.

- Be on call to support essential business clients and emergency situations.

- Provide support for system and application, including upgrades, installation, troubleshooting and maintenance.

- Specify hardware and software solutions for Division users.

- Install components; analyze problems; diagnose and repair systems.

- Work with management to plan development of computer infrastructure for office and classroom systems.

- Oversee technician and consultant as needed.

- Work as second level for data collection system.

- Standardize practices and procedures based on a software development methodology.

- Select appropriate software tools by balancing business needs and costs.

- Administer all Servers (Gasper application, EJ, DB, WEB, Cheque book, TA,Ter master Servers).

- Provide Severs Computing Support for hardware and software.

- Apply software patches / upgrades and respond to user requests as needed.

- Diagnose problems with hardware.

- Repair or upgrade hardware.

- Perform pro-active maintenance on all Domain computing equipments.

- Understand and work with Vendors, administration, creation of user accounts and Internet E-mail.

- Serve as a site representative to the Disaster Recovery committee and participate in periodic DR testing.

- Provide assistance to corporate MIS, and other personnel as required.

- Create and generate all required system documentation.

- Maintain local servers.

- Administer e-Channels Services, Active Directory on Server, multiple SQL Servers, IIS Servers and Terminal Servers.

- Perform remote diagnosis and resolution of customer software issues.

- Assist the Manager E-channel Hardware Support for more complex duties.

- 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:

- Possess a high technical knowledge to provide convenient enterprise network system’s delivery, and understand the network and system’s 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.

- Proactively identify areas for professional development of self and undertake development activities.

- Seek out opportunities to remain current with all developments in professional field.

- Hold meetings with staff and assess their performance and your teams overall performance on a regular basis.

- Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.

- Identify development opportunities and activities for staff and facilitate/coach them to improve their effectives and prepare them to assume greater responsibilities.

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 Engineering.

- At least 8 years experience in Technical Support services with a specialization in IT related management of systems technical design, implementation and maintenance on a wide variety of platforms.