Job Summary

The incumbent is primarily responsible of managing the assignments and resources within the Domain Support department. Senior Manager, Domain Support as direct manager, as the assistant for Head Domain Support, In this role Assistant Domain Manager in overseeing the management and maintenance, ensuring the smooth operation of QNB systems, and providing support to QNB employees, position need to shadow Senior Manager including assigned projects, skills, deliverables and communications, following guiding responsibilities; but not limited to:

Main Responsibilities

A. Shareholder & Financial:

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

- Implements KPI’s and best practices for Associate, Domain Support - Update system profiles periodically with the new enhancements / upgrades.

- Punctuality, working extended hours as per the job requirement.

- Compliance with turnaround time (SLA) Managing CRs/TRS SARFs

- Install and validate endpoint agent installations but not limited to Anti-Virus, Ivanti, S1 and Algorithm

- Applying patching and closure of vulnerabilities. Antivirus installation.

- Perform DR Simulation.

- Perform Backup verifications.

- Compliance with turnaround time (SLA) Managing CRs/TRS SARFs.

- Follow up Closely within the team and ensure that all GIS Agents are installed.

- 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.

- Comply with QNB IPMD requirements.

- Manage and maintain one or multi system assign to Head of Domain Support ; following system Domains or assigned systems:

- Domain 1: Microsoft infrastructure services: e.g. Active Directory services, Exchange, SCOM, Windows Servers components and relevant systems

- Domain 2: Microsoft applications services based on .Net platforms: e.g. QNB Workflow, In-house, Move-IT (SFTP) and relevant systems

- Domain 3: Security infrastructure services: e.g. Trelilx Endpoint defence (Antivirus, DLP, FIM etc..), Ivanti Patch managements system and relevant systems

- Domain 4: Citrix infrastructure services: e.g. Citrix XenApp Application publish (Remote Access) , Citrix VDI and relevant systems

- Domain 5: Cloud infrastructure services: e.g. Microsoft Azure cloud, Google cloud and relevant systems

B. Customer (Internal & External):

- 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):

- Oversee recruitment, provide motivation, guidance to employees and reinforce high standards concerning performance, and adherence to the Bank’s values and mission.

- Provide support for application users, including, guidelines, troubleshooting and maintenance

D. Learning & Knowledge:

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

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

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

- Microsoft Technologies and relevant industrials: Stay updated with the latest Microsoft technologies, including operating systems, applications, and infrastructure components. This involves keeping track of new releases, updates, and features introduced by Microsoft.

- Training and Certifications: e.g. Pursue relevant Microsoft certifications to enhance knowledge and credibility. Certifications such as MCSA (Microsoft Certified Solutions Associate) and MCSE (Microsoft Certified Solutions Expert) validate expertise in specific Microsoft technologies.

- Self-Study: Engage in self-study to deepen on understanding of Microsoft systems and technologies. Explore online resources, official documentation, whitepapers, and community forums to broaden knowledge base.

- Training Programs: Attend workshops, webinars, conferences, and training programs specific to Microsoft technologies. These events provide opportunities to learn from industry experts, gain insights into best practices, and network with peers in the field.

- Knowledge Sharing: Actively participate in knowledge-sharing activities. Contribute to internal documentation, share troubleshooting tips, and collaborate with colleagues to collectively enhance the team's knowledge and capabilities.

- Microsoft Documentations: Familiarize with Microsoft's official documentation, knowledge bases, and support resources. Microsoft provides comprehensive documentation for its products, including detailed guides, troubleshooting steps, and best practices.

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).

- 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:

- Overseeing and managing the system Domain support operations and related systems within the IT department to lead a team of Domain support Admins and ensure the efficient functioning of the QNB systems and infrastructure.

- 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 preferably with a Major in Information Technology/Computer science or related field of study.

- At least 2 years of relevant experience, preferably within a highly rated international bank.