Job Description

: Job Purpose *End user computing (EUC) staff need to handle Mobile Device Management, MS O365, End Point Management and Compliance. They answer telephone inquiries, respond to emails, and perform in-person support sessions especially with VVIP. EUC staff need a combination of technical and interpersonal attributes. Good judgement, clear communication skills and the ability to help others are integral qualities. End staff must be able to explain diverse technical topics in easy-to-understand language.EUC staff must work with a team of engineers to plan, design, develop, build, and deploy new MDM solutions. EUC staff must use good judgment to determine if they can assist the customer immediately or need to escalate the issue to an appropriate colleague. EUC staff must walk customers through problems, install software packages via Desktop Management Tool and perform Windows Patching & compliance check to all EUC endpoint.
Key Responsibilities *EUC staff must have excellent interpersonal and technical skills. They must troubleshoot problems accurately, have grace under pressure and possess a patient attitude to deal with a variety of situations and personalities. The ability to work irregular hours, listen attentively, speak calmly and document user problems comprehensively are critical traits.Strategy and Planning

• Identify, research and assist with implementation of new technologies for End User Computing in accordance with IT operations policy and procedures.
• Evaluate and recommend technology controls, mitigation techniques and resilience solutions for the Bank.
• Establish good and effective cross department working relationships with key reporting areas and build strong working relationships with external parties such as consultants, vendors, regulators and business users.
• Participate in meetings and provide direction for end user devices.
• Responsible for tracking device inventory in the MDM environment and performing audits of the Mobile email system.
• Systems Administration of the MDM system. (Microsoft Intune & Mobileiron)
• Telephone, e-mail and on-site problem diagnosis and resolution. (Microsoft Intune & Mobileiron
• Liaison with Client\'s business units and MDM consultants for installations, deployments and troubleshooting of new MDM releases and evaluate new OS mobile device releases for IOS, Android.
• Manage BAU operation and project related to EUC services.
• Manage the deployment of EUC end point patching/ software deployment and to ensure the patching is compliance across all the endpoints.
• Develop and improve EUC SOP. To reduce errors and enhance productivity.
• Manage the daily operations of the EUC team and ensure the delivery of operational outputs.
• Assist and work together with various team to resolve incident as well as major incident.
• Prepare report to management as required.
• Any other responsibilities or task as assigned by management from time to time.
• Execute and oversee patch management processes for EUC endpoint to ensure timely and secure updates.
• Monitor and enforce endpoint compliance with organizational standards and regulatory requirements.
• Conduct regular audits to assess and improve endpoint management processes.
• Act as a checker to ensure all newly setup endpoints comply with IT Security compliance agents.
• Provide support for Mobile Device Management (MDM) solutions, ensuring proper configuration and security of mobile devices.
• To document all items related to Endpoint Management.

Regulatory Compliance

• Define the laptop and desktop architecture or related design to achieve availability and mitigate security risks.
• Ensure Control Issue Management (CIM) are raised for any identified risks and follow up on the risk\'s mitigation plan within the agreed timeline.
• Remediate any audit findings within the agreed timeline and ensure no recurring of the same findings.
• Ensure SHARP (regulatory compliance) system is updated on monthly basis within the agreed timeline.

Job Specification *Qualifications(Basic Degree/Diploma etc.)

• A Bachelor\'s Degree in Information Systems, Computer Science or other related disciplines from an accredited institution is required.
• A recognized diploma/degreed in Information Systems or its equivalent.

Professional Qualification and/or Regulatory, Licensing requirements

• ITIL or CompTIA or Microsoft Certified.

Relevant Work Experience

• Experience in handling Mobile Device Management & Patch Management System.
• Knowledgeable in managing iOS and Android devices.
• Knowledge of all types of Operating System such as Microsoft, Mac OS, Apple and Android products.
• On-call and available to independently monitor requests after-hours/weekends.
• At least 3- 5 years of MDM & Patching administration and support
• 3 years of experience of relevant banking background in established bank / financial institutions

Required Competencies and Skills *Competencies/Skills(Essential to succeed in this job)Technical/Functional skills

• Strong technical management, problem management and leadership skills.
• Highly result oriented and can work independently.
• Ability to build relationships and interact effectively with internal and external parties.
• Good analytical, technical, written and communication skills.

Personal skills (Soft Competencies [Core/Leadership])

• Strong technical management, problem management and leadership skills.
• Results-driven person who is highly committed and independent.
• Good understanding of best practices and technology solutions.
• Ability to build and maintain effective working relationships with others.
• Excellent verbal and written communication skills with the ability to address technical issues in both technical and non-technical terms.

CIMB