Assistant Manager Technology

Job Purpose
• Analyze new requirements and translate it into technical specifications.
• Troubleshooting, Monitoring, Administration and Deployment of various infrastructure technologies and ensure maximum uptime of the Banking IT infrastructure.
• Provide L2& L3 Support on the SQL Database and Windows OS Server.
• Tracking and monitoring the project as per the plan/ SLAs agreed with users
• Writing technical specifications.
• Audit awareness and SLA compliance
• Works independently and along with vendors in trouble-shooting and providing technical support for various systems in Mashreqbank

Key Result Areas
• Daily Monitoring of applications, Services and System alerts under the unit.
• Timely escalation of issues and problems that are identified.
• Root cause analysis to prevent recurrence of problems.
• Service ticket management
• Ensure compliance of all desktop systems and applications as per baselines.
• Deployment of approved changes, patches and bug fixes.
• Strict adherence to change management process
• Work independently and as part of project team, on needs basis
• Manage and ensure smooth running of released systems by monitoring and performing housekeeping activities and necessary fixes for errors.
• Incident management - Prompt reporting of production issues with impact analysis and taking necessary action for rectification
• System, Administration and performance tuning based on requirements.
• Follow and implement Information Security policies and guidelines
• Ensure user satisfaction by applying good customer principles through providing constant resolution status feedback to users on all open tickets.
• Ensure user is completely satisfied before closing the tickets.

Key Result Areas (Continued)
• Support Business user, vendors and manage unit specific processes
• Interact with vendors on applications and support functional areas.
• Interact with change initiators/owners and various MIT teams to provide technical support and impact analysis.

Key Result Areas (Continued)
• Impact analysis and root cause analysis
• Recommend and implement error free solutions
• Adherence to standards

Key Result Areas (Continued)
• Service ticket queue management
• Testing / enhancements / upgrades.
• Generate documentation.
• Server Support on Monitoring , Administration and Deployment
• Post implementation / Application support.
• Maintenance of designated system areas
• Should be able to manage projects individually and deliver on time.

Knowledge, Skills And Experience
• 7-8 years of technical administration, Monitoring and support on Windows Servers 2008 /2012/2016/2026, MSSQL 2008, 2012, 2016,2026, Virtualization Platform, Always ON
• High level exposure on DB Always on, Upgrade and Migration.
• Should have worked on at least 2-3 project implementations
• Good understanding and configuration knowledge on SCOM 2010, HP ProLiant servers, SCCM 2012.
• Good written and oral Communication skills.
• System Support Methodologies/ Service Management/ITIL processes.
• Computer Science Degree or equivalent experience