Manager Domain Support - QNB Group (Qatarization)

About QNB Group

Founded in 1964 as Qatar's first locally owned commercial bank, QNB Group has grown to become the largest financial institution across the Middle East and Africa, with operations in over 31 countries. Serving 20 million customers through 1,000 branches and a network of 4,300 ATMs, the bank employs more than 28,000 people. QNB is recognized by top credit rating agencies with strong ratings such as A (S&P), Aa3 (Moody's), and A+ (Fitch) and has received numerous awards from leading global finance publications. It is considered the most valuable banking brand in MEA per Brand Finance Magazine and actively supports community, educational, and sporting initiatives.

Job Purpose

The role entails overseeing assignments and team resources within the Domain Support department, aiding the Senior Manager with managing and maintaining QNB's systems for smooth, uninterrupted operations. The position involves tracking project deliverables, communications, and technical responsibilities alongside the Senior Manager.

Key Responsibilities

• Ensure bank departments have effective IT systems aligned with organizational standards.
• Implement KPIs and industry best practices.
• Regularly update system profiles through upgrades and enhancements.
• Be punctual and ready for extended work hours when required.
• Adhere strictly to service level agreement turnaround times.
• Manage change requests (CRs), technical service requests (TRSs), and system access request forms (SARFs).
• Install and verify endpoint agents including Anti-Virus, Ivanti, SentinelOne, and Algorithm tools.
• Apply security patches and mitigate vulnerabilities.
• Conduct Antivirus installations, disaster recovery drills, and backup validations.
• Ensure Geographic Information System (GIS) agents are correctly installed and operational.
• Promote cost-efficiency, productivity, and comply with delegated authority limits.
• Comply with QNB's Internal Policies and Management Directives (IPMD).

Domain Management

The manager will oversee one or more of the following technology domains:

• Microsoft Infrastructure Services: Active Directory, Exchange, System Center Operations Manager, Windows Server components.
• Microsoft Application Services (.NET platform): QNB Workflow, in-house applications, Move-IT (SFTP).
• Security Infrastructure Services: Trellix Endpoint Defense, Antivirus, Data Loss Prevention (DLP), File Integrity Monitoring (FIM), Ivanti Patch Management.
• Citrix Infrastructure Services: Citrix XenApp, Citrix Virtual Desktop Infrastructure (VDI), remote access services.
• Cloud Infrastructure Services: Microsoft Azure, Google Cloud, and other cloud platforms.

Customer Relations

• Respond to internal customer queries on banking products and services.
• Conduct activities following agreed SLAs.
• Build strong collaboration and relationships with internal departments.
• Provide timely, precise data reports to audit, compliance, finance control, and risk teams.

Internal Management

• Supervise recruitment efforts and staff motivation.
• Enforce performance standards aligned with QNB’s values and mission.
• Offer application support including troubleshooting, maintenance, and user guidance.

Learning and Development

• Identify opportunities for professional growth for self and team.
• Keep abreast of industry advancements in Microsoft technologies, operating systems, and infrastructure.
• Pursue certifications such as MCSA and MCSE.
• Engage in self-study, attend workshops, webinars, conferences, and training seminars.
• Facilitate knowledge sharing and maintain familiarity with official Microsoft documentation.

Educational and Experience Requirements

• Bachelor’s degree in Computer Engineering.
• At least 6 years experience in technical support services including systems design, implementation, maintenance across multiple platforms, and IT management.

Additional Application Requirements

• Submission of a detailed resume/CV.
• Copies of passport and Qatar ID (front and back).
• Relevant educational certificates and birth certificate.