Team Leader - IT Infrastructure Change

To lead the IT Infrastructure change delivery team in delivering availability in IT infrastructure systems or lines of business within agreed service level agreements (SLAs), turnaround times (TATs) and compliance standards, assist in planning of software and hardware upgrades, manage Infrastructure projects and change initiatives and align technology capabilities with business needs to ensure minimal impact on banking operations and initiatives.

Systems/Network Management: Maintain and support IT Infrastructure systems to ensure banking operations are unimpeded

Manage production applications/systems, analyse incidents/trouble shoot issues, identify solutions and coordinate with stakeholders for deployment of fixes, test and implement releases in order to facilitate banking operations with minimal downtime

Track End Of Life for all managed systems and upgrade accordingly to ensure systems are maintained to support banking operations

Produce system reports and statistics for senior  infrastructure managers to support analysis and planning for technology capacity requirements.

Vendor Management:

Coordinate with external vendors to ensure services are provided as per agreed SLA’s and TATs

Review solutions provided by vendors and translate against the project requirements to assist business users in understanding system functionality.

Project Management:

Support project managers in change initiative projects to ensure timely IT deliverables

Assist project managers in developing project documents and provide support in obtaining project approvals to ensure banking projects are delivered within planned timelines

Manage the identification of the resolution on issues reported by business users by coordinating with internal staff or vendors to ensure resolved

Support the project manager in project transition to production and successful handover to production support team to ensure minimal interruption in support services

Provide technical support for SIT for technology staff as well as for UAT to business users to assist in timely delivery of business requirements.

People Management:

Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance

Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes,procedures and systems.

Policies, Processes, Systems and Procedures:

Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders.

Continuous Improvement:

Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the bank’s standards.

Customer Service:

Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions.

Minimum Experience:

At least 8 years of experience in handling IT infrastructure with working knowledge and experience of banking operations and related problems.

Minimum Qualifications:

Bachelor’s Degree in relevant specialisation.

Knowledge and Skills:

Problem management and analysis

Organisation and capacity planning (staffing and other IT resources)

Quality control techniques

Influencing, persuasion and negotiation skills

Planning, analytical and time management skills

Behavioural Competencies:

Accelerate Growth: Level 2 Drive Performance: Level 2 Communicate & Collaborate: Level 2 Build Relationships: Level 2