Dubai Islamic Bank Hiring for IT EUC Support System Admin Job at Dubai

12851-IT EUC Support System Admin

Responsibilities:

• To provide professional support services and as per international standards.
• Configuring and maintaining the networked computer system, including hardware, system software, Patch updates and applications.
• Ensuring data is stored securely and backed up regularly.
• Diagnosing and resolving hardware, software, networking, and system issues when they arise.
• Replacing and upgrading defective or outdated components when necessary.
• Monitoring system performance to ensure everything runs smoothly and securely.
• Researching and recommending new approaches to improve the networked computer system.
• Logging all relevant incident/service request details, allocating categorization and prioritization codes
• Process the user access request for all DIB applications with required access according to Access Matrix Profile or after getting appropriate approvals.
• All the Service/incident requests to be processed within defined SLA period and escalate as and when required.
• Keeping users informed of progress, notifying them of impending changes or agreed outages and confirm the resolution.
• Resolves and closes incidents/service requests as per procedures and allocated SLAs
• Proactively initiate the necessary actions eg. removing the errors and maximizing the stability of the IT services
• Escalates unresolved incidents/service requests within agreed OLAs
• Document every action taken to process the ticket and ensures tickets are up to date at all times until issues are resolved
• Access and evaluate business needs and requirements and taken relevant actions and follow-up until Business request is addressed.
• Support and restore of normal service operation as quickly as possible and minimizing the impact on business operations and proactively reducing the number of repeated tickets (Incidents / Service Requests)
• Communicate and promote IT Services
• To ensure all activities are carried out as per the bank’s SOP manuals.
• To provide all the services as per the greed SLA in order to ensure minimum TAT and maximum customer satisfaction
• Implementation and maintenance of “Access Matrix” approved by Business dept & Information Security (IS), Risk and compliance team.
• Coordinate with Information Security team to create/modify new access roles & groups in different banking applications.
• Compliance with relevant IT-Dept & IS processes/policies while performing duties.
• Assist in IS periodic review for access/roles for all the DIB applications & users.
• Coordinate with other DIB IT teams/vendors for specific user’s accounts /role issues.
• Respond for queries of Internal Audit (IA) and external Audit as and when required.
• Attend and obtain the user management modules training from the Application team, Projects team and Vendors etc.
• Contribute in Continual Service Improvement opportunities in all the services and processes.
• All the above accountabilities includes but not limited to any additional/new tasks or responsibilities assigned by the line Manager.

Skill Set:

• ITIL Certification
• Experience with troubleshooting, diagnosing and fixing OS and AD related issues
• Experience administering server-side technology and networked computing systems.
• Experience with administration & troubleshooting of Microsoft System Center Configuration Manager- SCCM , NexThink, various Endpoint Security tools.
• Familiarity with SQL and database operations.
• Knowledge of Active Directory Services
• Understanding of TCP/IP, DNS, DHCP services.
• 
  Knowledge of PowerShell scripting is mandatory
• Strong analytical skills
• Experience with analyzing system logs, events and monitoring alerts
• Experience with diagnosing, resolving and delivering root cause analysis for automatic alerts, issues and incidents
• Experience with identifying & investigating reoccurring issues and working with responsible support groups on addressing them (e.g. Network, App Support, Security, Service Desk, Onsite Support)
• Knowledge of ITIL Processes (Incident, Problem, release and Change Management)
• Capability to understand and write technical documentation.