Job Purpose Summary

The incumbent is primarily responsible for managing the team within the Domain Support department to lead the maintenance and support of Domain Operations functions, processes, and procedures, while ensuring services are delivered within budgeted cost targets.

Essential Duties & Responsibilities

A. Shareholder & Financial

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

• Assist in preparing strategies, standards, and guidelines for hardware, software, and security of the Group's enterprise domain network in line with overall Windows, server, and system security policies.

• Implement KPIs and best practices for AVP, Domain Support.

• Promote cost consciousness and efficiency to minimize costs, avoid waste, and optimize benefits for the Bank.

• Act within delegated authority limits.

B. Customer (Internal & External)

• Maintain contact with the Head of Technical Support and serve as liaison between the Domain Support team and customers.

• Provide support for non-core servers and infrastructure applications including:

  • Active Directory

  • Exchange

  • Archiving

  • Enterprise Backup

  • ECC

  • SharePoint

• Handle upgrades, installations, troubleshooting, and maintenance activities.

• Oversee administrators and consultants as required.

• Consult with Program Directors and Management Team to create efficient workflows.

• Consult with Quality Assurance staff to create Performance Measurement Reports.

• Assist customers with all their queries and requests.

• Maintain activities according to Service Level Agreements (SLAs).

• Build strong relationships with internal departments and units.

• Provide accurate information to Auditors, Compliance, Financial Control, and Risk functions.

C. Internal (Processes, Products, Regulatory)

• Standardize practices and procedures using best-practice methodologies.

• Specify hardware and software solutions for Division users.

• Install infrastructure components and diagnose system issues.

• Plan development of computer infrastructure with management.

• Prepare lifecycle procedures and implementation guidelines.

• Lead documentation and resolution of hardware/software issues.

• Prepare detailed technical requirements for assigned projects.

• Assist in business continuity and contingency planning.

• Support recruitment processes for the department.

• Research and recommend new technologies and standards.

• Organize backup staffing arrangements.

• Lead vendor selection and contract assignments according to purchasing policies.

• Participate in ad-hoc requirements and initiatives.

• Conduct project progress meetings.

• Work closely with Domain Administrators to implement new hardware and software solutions.

System Administration Responsibilities

• Administer all servers across DC, DR, branches, and departmental environments.

• Maintain maximum system uptime and end-user productivity.

• Apply software patches and upgrades.

• Diagnose server hardware and operating system problems.

• Repair and upgrade servers.

• Perform proactive maintenance of Domain computing equipment.

• Manage Microsoft Active Directory.

• Administer user accounts and email services.

• Ensure Disaster Recovery (DR) readiness across production systems.

• Act as a representative in the Disaster Recovery Committee.

• Participate in periodic DR testing.

• Administer:

  • Active Directory

  • SQL Servers

  • IIS Servers

  • Terminal Servers

• Create and maintain system documentation.

Team Leadership & Continuous Improvement

• Generate enthusiasm among team members and develop future leaders.

• Motivate staff to maintain responsiveness in a 24-hour support environment.

• Lead continuous improvement initiatives through cross-functional teams.

• Encourage adoption of best industry practices.

• Promote innovative thinking and recognize new ideas.

D. Learning & Knowledge

• Ensure end-user training is provided when required.

• Maintain strong technical knowledge of enterprise network systems.

• Understand network and systems architecture to minimize business disruptions.

• Identify and undertake professional development opportunities.

• Provide leadership, motivation, direction, and constructive feedback to team members.

• Support professional development for direct reports.

• Remain current with developments in the profession.

Education & Experience Requirements

Education

• Bachelor's Degree in:

  • Computer Science

  • Computer Engineering

  • Or a related discipline

Experience

• Minimum 10 years of experience in financial services with specialization in:

  • Systems management

  • Network design

  • Implementation

  • Maintenance