Operate Retail Delivery channels systems and Services availability, reliability, resiliency to meet the service target levels and optimization to provide effective solutions and services to support bank Customers.
Including remedial and preventative maintenance & diagnostic functions for bank channels services in addition to maintaining the performance Of the Online Services to the highest level to ensure bank Customers Satisfaction effectively.
Providing support for CRM, Call Center, Financial Control, and Retail Banking Group .
Monitoring and Maintaining Computer Service levels (CRM, DWH, HR, IVR, SMS, Bank Funds, Middleware, Internet Banking,)
Daily appropriate backups to ensure save data recovery in case of disaster using- Tivoli Storage Manager .
Maintaining an acceptable environment
Follows up issues and progress with problem owners where necessary
Coordinate with vendors to resolve problems .
Assist & Manage the Monthly OFSA Procedure to enhance & reduce
Procedure running time
Point of contact for all Major Incidents and IT services unplanned outages
Provide guidance to the Problem Department Coordinators
Administrate the New SMS Application ATSI system reducing the sent SMS’s cost
Support and contribute (CR2, Business & Internet Banking Unit) Teams to solve new Internet Banking customization Issues
Manage and involve with existing systems changes and deployment plans to ensure smooth resume of the business operations.
Attending Procurement tender meetings to perform technical products evaluation.
Provide reports to IT Management on any issue that could significantly impact the business services.
Conduct problem review and document lessons learned IT Business alignment
Policies, Processes and Procedures
Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
Follow the day-to-day operations related to own jobs in the department to ensure continuity of work Compliance
Comply with all relevant CBE regulations, banking laws, AML regulations and internal bank policies and code of conduct in order to maintain bank sound legal position and mitigate any potential risks