Senior Manager - E-Channel Hardware Support (Qatarization)

Join a prestigious financial institution in Doha, Qatar, as a Senior Manager - E-Channel Hardware Support (Qatarization), ensuring continuous, high-performance support for critical banking systems.

Key Responsibilities

A. Shareholder & Financial

• Ensure 24/7 operational continuity for ATMs, cheque book systems, and BSM.
• Implement KPIs and best practices to drive performance and efficiency.
• Foster a cost-conscious culture, optimizing resources to maximize benefits.
• Exercise delegated authority effectively and monitor delegated tasks within the team.
• Display a solid understanding of the institution's financial and operational performance metrics.

B. Customer (Internal & External)

• Collaborate with Program Directors and Quality Assurance to improve workflows and create performance measurement reports.
• Maintain maximum system uptime for ATMs, cheque book systems, and POS.
• Liaise with internal E-Channel support teams to address customer inquiries and support needs.
• Ensure service delivery meets SLAs, enhancing turnaround time and internal collaboration.
• Provide accurate, timely data for external/internal audits, compliance, and risk management.

C. Internal (Processes, Products, Regulatory)

• Support system administration, upgrades, and monitoring applications.
• Coordinate with the Systems Group to deploy new capabilities and maintain system uptime.
• Oversee system hardware specifications, diagnostics, troubleshooting, and repairs.
• Standardize and improve processes in line with best practices and software development methodologies.
• Manage and maintain key servers (Gasper application, EJ, DB, Web, Cheque book, TA, and Ter master servers).
• Serve as the Disaster Recovery representative, ensuring readiness and participation in periodic testing.
• Administer essential services and handle remote troubleshooting of customer software issues.

D. Continuous Improvement

• Lead improvement initiatives and encourage innovative solutions within the team.
• Set examples for cross-functional collaboration and adopt industry-leading practices.
• Recognize and reward creativity and out-of-the-box thinking in daily operations.

E. Learning & Knowledge

• Maintain advanced technical knowledge to ensure enterprise-level network systems' effectiveness.
• Actively pursue professional development for oneself and team members.
• Conduct regular performance reviews and address team dynamics to optimize productivity.
• Facilitate staff growth and prepare team members for increased responsibility.

F. Legal, Regulatory, and Risk Framework Responsibilities

• Adhere to all legal, regulatory, and compliance requirements, including AML, CTF, and Data Protection policies.
• Embrace the Three Lines of Defense approach, managing risks effectively.
• Support risk frameworks through incident reporting and remediation in line with operational risk requirements.
• Complete all mandatory training and maintain required certifications to ensure full qualification for the role.

G. Confidentiality and Professionalism

• Uphold strict data protection standards to safeguard sensitive information.
• Maintain confidentiality for internal and client information, sharing on a need-to-know basis.
• Exhibit the highest professional standards to uphold the institution's reputation and market leadership.

Qualifications

• Bachelor's degree in Computer Engineering or a related field.
• Minimum of 8 years in technical support services, with expertise in IT systems management, design, implementation, and multi-platform maintenance.