IT Infrastructure and Application Lead

IT Infrastructure and Application Lead, HBME Oman Branch
Some careers open more doors than others.
If you're looking for a career that will give you plenty of opportunities to
develop and your future will be rich with potential, join HSBC. Whether you
want a career that could take you to the top, or simply take you in an
exciting new direction which offers you with opportunities, support and
rewards that will take you further.
We are currently seeking ambitious individuals to join a new wholly owned
branch of HSBC Bank Middle East Ltd. (HBME) which HSBC intends to establish in
Oman, working together with other colleagues to define, manage and achieve
business targets. The establishment of this Branch is subject to regulatory
approvals and the issuance of a banking license.
IT Operations manages the IT infrastructure and supporting services that are
critical for HSBC employees and customers, such as cost-efficient hardware,
system software, middleware and databases, data centers, voice and data
networks, ATMs, desktops and other devices.
The area comprises five functions: Client Services, Enterprise Services and
Architecture, Data Centre and Service Management, Relationship Management,
Project Management and Risk and Administration. Collectively, these areas
define and deliver HSBC's technology strategy to support the Group's goals.
If you're looking for a career that will unlock new opportunities, join us and
experience the possibilities.
Role Overview
Provide technical support of desktop computer, applications and related
technology. Support includes specifications, IT User and Infrastructure
Support Lead role is responsible for providing hardware and software end user
support and first level support and governance of locally hosted
infrastructure components such as server, storage and network devices. The
User and Infrastructure Support environment may be multi-site with extensive
systems utilizing a wide variety of different manufacturers' hardware and
software. This role adheres to Standard support & delivery processes and
procedures in order to provide a high-quality service to users. The User and
Infrastructure Support lead will handle incidents and requests to resolves
these to the required standard and within the levels defined in the Service
Agreement.
Principal responsibilities
* Provide day to day end user technical support.
* Ensure the users are working at their optimal best on desktop, laptops and handheld communication devices and workstations.
* Provide evening and weekend on call support for IT services used during events.
* Effectively managing IT assets.
* Participating in IT projects.
* Manage and handle all SSE related subjects.
* Processing IT Payments.
* Admin of On demand.
* Admin of Mobile Technologies.
* Perform the Data center task and management.
* Support all failover activities and DR resiliency exercise.
* Support other CTO country level activities.
* Effectively managing IT support helpdesk system.
* Provide quality support and services to the end users.
* Building strong internal relationships with end users.
* Engage with regional IT teams.
* Manage IT Vendors.
* Engage with SSE regional teams.
* Team work.
* Team development.
* Information Security Risk
Requirements
To be successful in the role, you should meet the following requirements:
* Previous experience in a high profile customer facing support environment
* Overall understanding of desktop services and the supporting infrastructure to be able to prioritize faults, estimate fix times.
* A broad understanding of IT hardware, software, operations and networks
* Overall understanding of all locally hosted infrastructure components such as server, storage and telecom devices such as switches, routers and firewalls.
* Have sufficient knowledge of IT Operations; understanding policy, processes, procedures and systems deployed.
* Technical support proficiency for the following applications:
* Windows and Microsoft Office suite including Outlook
* Basic knowledge on Windows and Linux operating systems, SQL and Storage
* Audio/ Video Conferencing Support and Event management and support
* Telecom and Service infrastructure support
* Managed Print Services support
* Zoom, MS Teams and collaboration tools support
* Citrix/ VPN and remote access services
* Corporate and BYOD mobile phones
* Strong analytical skills to quickly assess situations, their impact and options for resolution.
* Ability to work on own initiative with minimal supervision
* Ability to work under pressure and deliver within very limited time-scales.
* Experience providing IT Support to customers at all levels
* Strong presentation / training skills and good team skills which rely on honest open communication and reliability of individuals to strive to deliver an excellent service to the customer.
* Strong interpersonal skills and good communication, both verbal and written English.
* Have a good knowledge of the project lifecycle and ITIL framework;
* Strong ownership skills and ability to work under pressure and Find logical solutions to problems and manage to resolution.
For further details and application information please visit our careers site,
searching under reference number 0000IQCQ
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