Job Purpose Summary:

The incumbent is primarily responsible for managing the assignments and resources within the Domain Support department. Reporting directly to the Senior Manager, Domain Support, the role acts as an assistant for the Head of Domain Support.

The position supports the management and maintenance of QNB systems, ensures smooth operations, and provides technical support to QNB employees. The role also requires shadowing the Senior Manager in assigned projects, deliverables, skills development, communications, and operational responsibilities

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial

1. Ensure that all areas of the Bank are supported with proper computer systems in accordance with IT standards.
2. Implement KPIs and best practices for Associate, Domain Support.
3. Update system profiles periodically with new enhancements and upgrades.
4. Maintain punctuality and work extended hours when required.
5. Ensure compliance with turnaround time (SLA) requirements.
6. Manage CRs/TRS/SARFs.
7. Install and validate endpoint agents including:
8. Anti-Virus
9. Ivanti
10. SentinelOne (S1)
11. Algorithm
12. Apply security patches and close vulnerabilities.
13. Perform antivirus installation.
14. Perform Disaster Recovery (DR) simulations.
15. Perform backup verifications.
16. Follow up closely within the team and ensure all GIS agents are installed.
17. Promote cost consciousness, productivity, and efficiency.
18. Act within delegated authority limits.
19. Comply with QNB IPMD requirements.

Manage and Maintain Assigned System Domains

Domain 1: Microsoft Infrastructure Services

1. Active Directory
2. Exchange
3. SCOM
4. Windows Server components
5. Related systems

Domain 2: Microsoft Application Services (.NET Platform)

1. QNB Workflow
2. In-House Applications
3. Move-IT (SFTP)
4. Related systems

Domain 3: Security Infrastructure Services

1. Trellix Endpoint Defense
2. Antivirus
3. DLP
4. FIM
5. Ivanti Patch Management
6. Related systems

Domain 4: Citrix Infrastructure Services

1. Citrix XenApp
2. Remote Access
3. Citrix VDI
4. Related systems

Domain 5: Cloud Infrastructure Services

1. Microsoft Azure
2. Google Cloud
3. Related systems

B. Customer (Internal & External)

1. Assist customers with all queries related to Bank products and services.
2. Maintain activities according to Service Level Agreements (SLAs).
3. Build and maintain strong relationships with internal departments and units.
4. Provide timely and accurate information to:
5. External Auditors
6. Internal Auditors
7. Compliance
8. Financial Control
9. Risk

C. Internal (Processes, Products, Regulatory)

1. Support recruitment activities.
2. Provide motivation and guidance to employees.
3. Reinforce performance standards and adherence to QNB values and mission.
4. Provide support for users, including:
5. Guidelines
6. Troubleshooting
7. Maintenance

D. Learning & Knowledge

1. Identify opportunities for personal professional development.
2. Stay current with industry developments and Microsoft technologies.
3. Identify and facilitate development opportunities for staff.

Microsoft Technologies & Professional Development

1. Stay updated on Microsoft operating systems, applications, and infrastructure technologies.
2. Pursue professional certifications such as:
3. MCSA
4. MCSE
5. Conduct self-study through:
6. Official documentation
7. Whitepapers
8. Online resources
9. Technical forums
10. Attend workshops, conferences, webinars, and training programs.
11. Participate in knowledge-sharing initiatives.
12. Contribute to internal documentation and troubleshooting guides.
13. Maintain familiarity with Microsoft official documentation and support resources.