Job Description

Primary Objectives

• Operational Support and Maintenance: Responsible for the operational support, maintenance, and administration of Windows System Services across RHB Group's entities (Bank, Islamic, Insurance, Investment Bank, and Regional Country) to ensure system reliability, security, and performance.
• System Administration and Monitoring: Perform system administration tasks, including installation, configuration, patch management, and monitoring using system management and monitoring tools to maintain optimal system health and uptime as per SLA/OLA (99.96%) requirements.
• Incident Resolution and Problem Management: Lead incident resolution, root cause analysis, and problem management to minimize service disruptions and maintain system availability in line with SLA/OLA standards.
• Collaboration and Support: Collaborate with the Technical Lead/Superior and cross-functional teams to support the design, implementation, and optimization of Windows System Services infrastructure, ensuring alignment with technical standards and best practices.
• Continuous Improvement and Compliance: Proactively identify opportunities for automation, cost optimization, and operational efficiency while ensuring compliance with internal audit requirements, security policies, and regulatory standards.

Roles & Responsibilities

System Administration and Configuration

• Install, configure, and maintain Windows System Services systems, ensuring system stability, security, and high availability 24x7.
• configuration management, performance tuning, and capacity planning to optimize system performance and resource utilization.
• Implement and maintain High Availability/Clustering Solutions for Windows System Services to ensure business continuity.

Incident and Problem Management

• Take ownership of incident resolution and communication to stakeholders. within assigned areas; escalate systemic risks or architectural concerns to the Technical Lead/Superior
• Perform root cause analysis and implement corrective actions to prevent recurrence of incidents.
• Participate in "On-Call" and onsite support for off-hours and weekend activities to ensure continuous system availability.

Performance Monitoring and Optimization

• Utilize system management and monitoring tools [Microsoft SCOM, SCCM, Dynatrace and etc] for proactive system monitoring and alert management.
• Generate and maintain system performance reports, incident logs, and change management documentation.
• Analyze system performance metrics and provide regular reports on system availability, performance, and health to relevant stakeholders.

Operational Support and Maintenance

• Perform routine system maintenance, patch management, and system upgrades to ensure system security and stability.
• Implement and maintain backup and disaster recovery solutions to ensure data integrity and business continuity.
• Ensure compliance with internal audit requirements, security policies, and regulatory standards.

Technical Documentation and Compliance
Maintain comprehensive technical documentation, including system configurations, operational procedures, and troubleshooting guides.
Ensure compliance with RHB Group’s IT framework, policies, guidelines, and manuals, including but not limited to:
Technology & Cyber Risk Management Guideline
IT Asset Obsolescence Management
IT Asset Capacity Management
IT Asset Management
Patch Management

Audit and Compliance Support
Prepare and maintain accurate documentation to support internal and external audits, ensuring all system changes, incidents, and configurations are fully documented and auditable.
Assist in responding to audit queries, providing necessary evidence and explanations to auditors.

Implement and monitor controls to ensure compliance with regulatory requirements, internal policies, and industry standards.
Remediate audit findings and ensure timely closure of audit issues.

Collaboration and Communication
Collaborate with the Technical Lead/Superior, cross-functional teams, and vendors to support the design, implementation, and optimization of Windows System Services infrastructure solutions.
Coordinate with application teams to ensure seamless integration and performance of applications hosted on Windows System Services.
Provide technical guidance and mentorship to Engineers and junior team members.

Continuous Improvement and Optimization
Identify areas for improvement in system performance, automation, and operational efficiency.
Contribute to the review and enhancement of technical architecture, operational strategies, and system designs.
Participate in evaluating and implementing new technologies and solutions to enhance IT capabilities and service quality.

Additional Responsibilities
Any other duties or responsibilities assigned by the supervisor as required to support the team and organization’s objectives.
Ad-hoc tasks or project involvement as determined by Superior to support strategic initiatives or operational improvements.
Perform periodic user ID access management review to ensure compliance to Group IT Security guidelines.
Perform system log review to check the detailed records of events and errors
Continue up-skilling to equip with strong technical skillset and knowledge to manage, support and administer of Windows System Services.