Job Description

DescriptionPrimary Objective:

• IT Centralized Monitoring Services (ITCMS) requires managing heterogeneous and complex Group Network Infrastructure (GNI) environment that requires high availability and redundancy.
• Lead, manage and support of day-to-day network operations to ensure network high availability and uptime within agreed SLA, and good network performance.
• Lead, manage and support day-to-day ITCMS operations to ensure proactive monitoring of critical IT systems and prompt issue escalation.
• Manage and monitor GNI network services availability, performance, degraded services, fault, capacity and configuration.
• Manage and monitor GNI IT services availability, degraded services, fault, capacity.
• Lead and manage incidents, and be the focal point in coordinating resolution and management updates.

Key Responsibilities:

• Financial and Project Management

• Work closely with the Head of Group Technology Services, Head of Group IT Infrastructure Services and Head of Group Network Infrastructure to define and plan project budget, resource forecasting and recruitment plan.
• Provide regular updates to senior level management and executives around project milestones and key operational metrics.
• Business-as-Usual

• Oversees and maintain overall situational awareness on Group Network Infrastructure (GNI) IT Centralized Monitoring Services (ITCMS) to ensure network infrastructure services availability and performance achieves SLA.
• Provide leadership and guidance to team leads and engineers in GNI ITCMS that provides 24 x 7 x 365 network troubleshooting support and monitoring of GNI.
• Review and approve daily, weekly and monthly reporting on network health and status, utilization, performance, capacity and incidents.
• Oversees the progress of periodic preventive maintenance on GNI assets which includes firmware upgrade and patching, hardware physical inspection, system clean-up and backup.
• Participate in Disaster Recovery and Business Continuity exercises.
• Provide cross functional support within Network Services structure to meet internal and external customer expectation.
• Planning and Supervision

• Managing a team employee of various levels by establishing annual performance goals, allocating resources, coaching and providing career assessment, mentoring and training needs assessment.
• Maintain 24 x 7 x 365 uptime and support status utilizing on call rotations and the automation of monitoring and alerting of the GNI.
• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
• Incident Management

• Providing leadership and guidance to team lead and engineers performing Level-1 to Level-3 technical support with the goal of restoring network services.
• Review all Root Cause Analysis (RCA) to ensure that they are completed accurately and in a timely manner.
• Proactively own incidents, problems and issues adhering to SLA\xe2\x80\x99s where relevant.
• Provides senior management with updates on the status of network incident resolution.
• ITCMS Performance

• Periodically review and update metrics and data baseline analysis for IT systems monitoring and alerting.
• Overall ownership of records, reports, asset inventories, documentation, knowledge base associated with GNI ITCMS.
• Review and recommend improvement to ITCMS processes and procedures.
• Update and maintain the relevancy of ITCMS monitoring system and toolset.
• Compliance
• Ensure adherence to all process and procedures implemented.

RequirementsRequirements:Formal Education:

• Bachelor\xe2\x80\x99s Degree / Higher Diploma / Diploma in Information Technology

Professional Accreditation: (Or equivalent)

• Cisco Certification (CCNP/CCIE)
• Cisco Certification (CCDP/CCDE)
• Certified IP Engineer
• Certified IP Routing or IP Switched Network
• Certified Wireless Expert
• Certified Packet Analysis
• Recognized IT Service Management certification ITIL / COBIT5 / or equivalent

Prefrred level of Experience (by years/function/industry):

• Minimum 12 years\xe2\x80\x99 experience in managing, implementing, supporting & operating NOC 24x7 environment.
• Ability to work in 24x7 environment.
• Have strong experience in managing daily network operations, team management and vendor management.
• Have strong experience in NOC operations services, process and escalation matrix.
• Have strong knowledge and skill on Network Management System usage; network anomaly/fault analysis & correlation, network performance trending and analysis, network capacity planning, fine tuning, etc.
• Ability to maintain all the KPI (Key Performance Indicator) and SLA (Service Level Agreement) for network operation.
• Able to work independently, perform under pressure and tight dateline.
• Has analytical skills, meticulous, attention to detail and creative problem solving skills.
• Strong technical knowledge of various IT networking technology & architecture implementation, support & operating under direct control.
• Experience with network management system monitoring, network diagnostic, network optimization and network analytic tools.
• Good understanding of NOC and ICT infrastructure required to support operations of a banking / finance organization.
• Excellent knowledge of WAN, LAN, Voice and wireless technologies to manage and operate the NOC.
• In-depth Knowledge of networking \xe2\x80\x93 OSI layer and TCPIP suite and architecture.
• Knowledge and skill using network sniffer tool for in-depth packet inspection to troubleshoot network issue, identify root cause and rectification.
• Knowledge of networking \xe2\x80\x93 OSI layer and TCPIP suite and architecture (IPv4, IPv6, ARP, NAT, IPsec, ICMP, IP Datagram, TCP and UDP Protocol, DNS, DHCP, SNMP, TCPIP Key Application protocol MAIL, WEB,HTTP, Etc), Software Define Network (SDN).
• Technical knowledge and experience on network protocols such as EIGRP, OSPF, IPSEC, BGP, 802.11, QOS, HSRP.
• Technical knowledge and skill in managed and troubleshoot advanced Layer 2 & Layer 3 internetwork infrastructure (Advanced Routing, IPv4 & IPv6 network, IPVPN MPLS, QoS, IPSec, Ethernet Fabrics Switching, Software Define Network (SDN), Etc.).
• Knowledge and skill preparing technical network incident report and network analysis reports.
• Strong knowledge and understanding on building and support network architecture, network topology, its traffic handling capabilities and traffic characteristics.
• Strong knowledge about network operation processes and interfaces.
• Holistic knowledge of IT systems, and how all different components (servers, OS, network, DB, storage, security, application) forming the entire IT eco-system.

Other skills required:

• Good interpersonal, communication & relationship building skills.
• Problem solving.
• Analytical skills.
• Training and mentoring staff performance.
• Strong analytical mind in troubleshooting network related issue.
• Good leadership and management skills in driving operations team to be always on proactive mode.
• Experience in customer operations is critical to this position.
• Independent, self-driven and highly customer focused.

BenefitsDental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

RHB Bank