Head of Problem Management Section

<div><h3><b>JOB PURPOSE / ROLE:</b></h3><p>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. Mange the automation of processes using Robotics and other digital technologies as per BT digital strategy.</p><h3><b>AREAS OF RESPONSIBILITY:</b></h3><h3><b>Key Responsibilities</b></h3><h3>Policies, Processes&Procedures</h3><ul><li>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.</li></ul><h3>Day- to-day operations</h3><ul><li>Implements the day-to-day operations assigned for the department function to ensure compliance with the established standards and procedures.</li></ul><h3>BT Service Management</h3><ul><li>Manages incident lifecycle reported from the Branches / Offices and deploys the requested resources for the resolution of the issues.</li><li>Manages and controls that complicated issues are escalated to the relevant team and / or department, so as to facilitate their fast and accurate resolution.</li><li>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.</li><li>Management and deployment of resources to Service desk, back offices and branches for the provision of BT support.</li><li>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.</li><li>Supervises the Problem mgmt lifecycle and ensure that all issues are resolved on the permanent basis.</li><li>Establish Service Level Mgmt framework and SLAs, OLAs and underpinning.</li><li>Manages the access of employees to systems and applications, so as to support compliance with safety regulations and standards.</li><li>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.</li><li>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.</li><li>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.</li><li>Monitors and support the provision of solutions to access problems to end users, while sets relevant restriction to employees according to business requests.</li></ul><h3>Continuous Improvement</h3><ul><li>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.</li></ul><h3>People Management</h3><ul><li>Provides on-the-job training and constructive feedback to subordinates to support their overall development.</li></ul><h3>Safety, Quality&Environment</h3><ul><li>Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.</li></ul><h3>Related Assignments</h3><ul><li>Performs other related duties or assignments as directed.</li></ul></div>#J-18808-Ljbffr