Head of Problem Management Section

Riyad Bank; Riyadh; On-site; SAR 80,000 - 120,000; Full time

Job summary

A prominent banking institution based in Riyadh seeks a skilled individual to manage BT support services across branches. The role demands a Bachelor's degree in an IT-related field and extensive experience in banking operations. Responsibilities include ensuring adherence to policies, managing incidents, and overseeing the installation of technologies. Ideal candidates will demonstrate expertise in banking operations, BT systems, and have strong English communication skills. This position offers opportunities for continuous improvement in a dynamic environment.

Qualifications

• Minimum 8 - 10 years relevant experience in BT Banking Operations, especially in BT Service.
• Advanced English language proficiency.

Responsibilities

• Manage BT support services for all bank users including branches and offices.
• Ensure compliance with departmental policies and procedures.
• Manage incident lifecycle and deploy resources for problem resolution.
• Review and approve installation schedules for applications and hardware.

Skills

Knowledge of operations processing in area of responsibility

Good knowledge of Banking operations, products and services

Very good knowledge of the BT systems and applications used in the Bank

Excellent knowledge in BT Service Management practices

Very good knowledge of LAN/WAN operations and configuration

Very Good Knowledge in A+

Very Good Knowledge in NW+

Education

Bachelor’s degree in Computer Services or in any IT related field

Job description

About the Role

To manage the provision of BT support services to all users in the bank including Branches and offices, controlling that all service components operates according to agreed business SLAs and global standards. Manage the automation of processes using Robotics and other digital technologies as per BT digital strategy.

Responsibilities

• Implements approved departmental policies, processes, procedures and provides instructions to subordinates and monitors their adherence so that work is carried out in a controlled manner.
• Implements the day-to-day operations assigned for the department function to ensure compliance with the established standards and procedures.
• Manages incident lifecycle reported from the Branches / Offices and deploys the requested resources for the resolution of the issues.
• Manages and controls that complicated issues are escalated to the relevant team and / or department, so as to facilitate their fast and accurate resolution.
• Reviews and approves the schedule for the installation and configuration of applications and hardware to Branches / Offices, so as to enable the optimum utilization of the available resources.
• Management and deployment of resources to Service desk, back offices and branches for the provision of BT support.
• Searches the market and negotiates with vendors that can assist in the technical support of the Branches / Offices hardware, so as to enable the provision of high level of services to all network within controlled cost.
• Supervises the Problem mgmt lifecycle and ensure that all issues are resolved on a permanent basis.
• Establish Service Level Mgmt framework and SLAs, OLAs and underpinning.
• Manages the access of employees to systems and applications, so as to support compliance with safety regulations and standards.
• Reviews the Banks systems to identify if their accessibility is secured and complies with the level of authority set by the Bank’s policies and procedures.
• Identifies potential access discrepancies or security breaches of the accessibility protocol and provides analytical reports of incidents to the relevant BT department for the resolution of issue.
• Manages and updates the Security policies, procedures, and ISMS documentation with any potential changes and provides insight for the effective implementation of security change manage process.
• Monitors and support the provision of solutions to access problems to end users, while sets relevant restriction to employees according to business requests.
• Contributes to the identification of opportunities for continuous improvement of systems, processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.
• Provides on-the-job training and constructive feedback to subordinates to support their overall development.
• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.
• Performs other related duties or assignments as directed.

Qualifications

• Bachelor’s degree in Computer Services or in any IT related field.
• Minimum Experience: 8 - 10 years relevant experience in BT Banking Operations, and especially in BT Service.
• Language: English: Advanced.

Required Skills

• Knowledge of operations processing in area of responsibility.
• Good knowledge of Banking operations, products and services.
• Very good knowledge of the BT systems and applications used in the Bank.
• Excellent knowledge in BT Service Management practices.
• Very good knowledge of LAN/WAN operations and configuration.
• Very Good Knowledge in A+.
• Very Good Knowledge in NW+.

Preferred Skills

• Communication Excellence (The knowledge, skills and ability to listen to others and expresses oneself in a clear and effective manner that helps achieves the desired results.)
• Digital Orientation (The knowledge, skills and ability to use digital technologies, concepts and methodologies that solve problems, innovate, communicate and collaborate.)
• Service Excellence (The knowledge, skills and ability to understand, anticipate and responds proactively to the concerns and needs of internal and external customers, acting required to address them.)
• Risk Orientation (The knowledge, skills and ability to anticipate and manage the various types of risks that may adversely impact on the organization, our customers, our people and our shareholders.)
• Stakeholder Management (The knowledge, skills and ability to listen to, engages with and understands the needs of stakeholders, using this knowledge to build a coalition to get agreement on what to do and manage expectations.)
• Building High-Performance (The knowledge, skills and ability to manage and review the performance of individuals and teams against goals and expectations, taking corrective action when necessary by guiding, motivating and developing them.)