Raja Hashim Khan

Job Analysis/Descriptions Form

Position/Role

Regional IT Support Officer.

1. Bio Data:

Division/Department:

ITG/Network and Communications.

Direct reporting to:

Regional IT Support Manager.

Direct reports of the position (if any):

-

2. Job Summary:

Provide technical supervision, leadership, direction, and guidance to branches.

Enforce the Information Security Policy in branches.

Provide technical help to the branch by visiting the branch physically if and when required.

3. Major Duties and Responsibilities to Perform the Role (Bulleted):

Provide supervision, leadership, direction, and guidance to branches for IT-related issues.

Strengthening of Regional I.T. Structure through proper implementation of policies and procedures.

Ensure smooth and timely resolution of complaints arising from different channels, and provide guidance to branches to improve the TATs and service level benchmarks.

BOP-2001 legacy system support. Custodian of the data library (bankd and bankc) of migrated branches, and provide software and hardware support for the BOP2001 server whenever it is reported out of order. In the event of the non-availability of the BOP2001 server hardware, provide a software solution such as Oracle VirtualBox (integrated on branch PCs) for BOP2001 data queries.

Resolving hardware complaints in minimum time, and ensuring availability and maximum utilization of all IT assets for smooth workflow in branches and allied offices. Initiating financial approvals for the same, as per SOPs. Likewise, escalate complaints with the AMC vendor (UPS) and follow up until resolution.

Resolving software complaints in minimum time, mostly settled through RDP facility, and occasionally through branch visits, for smooth workflow and as per approved guidelines and standards.

Resolving issues in IT room management, LAN revamping. Attend to complaints regarding LAN troubleshooting so that all IT equipment connected to the LAN is in harmony, available, and utilized to the maximum extent. Resolving connectivity issues of branches by coordinating with DCNOC and concerned vendors.

Coordination with various units of ITD, RBG, IBD, ASG, and providing IT-related support during the shifting and opening of new branches, and the preparation of new ATM sites.

Movement of IT hardware in branches, offices, and regions along with RBH jointly, after getting confirmation from the Procurement Department.

Coordinate with the Branch and ITD during the merging of data from one branch to another branch. Also, make sure their hardware is shifted with the coordination of the Procurement Department.

Validate the request in case of existing IT hardware that has gone faulty, as declared by the vendor.

Any other assignment given by the supervisor.

• Acting as the initial point of contact for users experiencing IT issues, providing timely and effective solutions for hardware, software, and network problems
• Diagnosing and resolving technical issues, both remotely and potentially on-site, to minimize downtime and ensure user productivity
• Identifying and escalating complex or unresolved issues to the appropriate internal teams or external vendors for further assistance
• Developing positive working relationships with users across all departments to foster a collaborative and supportive IT environment
• Developed knowledge base articles to aid in the resolution of common issues, reducing ticket volume.
• Creating a database or new connection on sibel software for new customer.

• Visiting the sites and monitoring the tasks assigned
• Quality assurance of the company’s policy according to the standards
• Daily visits to check the ratings of the distribution

• Established strong relationships with onset guests
• Supervision and coordination of onset staff and guests
• Implemented best work practices to mitigate human error and ensuring efficient production of program
• Controlled all the related tasks through Mega Control Room (MCR)