Manager, End User Management

Job Purpose:

• Responsible for managing and maintaining the desktop and 3rd party systems support, and coordination for regulatory activities as to ensure the agreed Service Level Agreement (SLA), business needs and compliance are met.

Job Descriptions:

Bank Negara and Bursa related projects/systems

• Coordinate and support Bank Negara and Bursa related implementation, upgrade and testing.
• Project manage Bursa Order Management System (OMS) and Algo trading implementation
• Coordinate and support OMS, Bursa & BNM web-based systems EUAT, mock-run, live setup as well as others related issue and testing.
• Arrange internal resources and co-ordinate the required network connectivity and systems for testing.
• Understand the released notice, summarise and disseminate to the relevant users.
• Prepares and keeps current documentation on all managed and supported systems, including disaster recovery plans.
• To coordinate people resources and processes to ensure that projects are delivered on time and produce the desired results.
• To coordinate and support users on SSL certificate subscription, renewal & configuration.
• Provide technical support and troubleshooting assistance to end-users

Managing and Supporting Desktop Activities including Video Conference and Office 365

• Manage desktop team support and user request.
• Ensure computer is available for new staff.
• Ensure computer asset movement is recorded and notified relevant unit or department.
• Ensure desktop/laptop issue and request is tracked, prioritized, and resolved in a timely manner.
• Ensure all support cases or job request are lodged to GIT Helpdesk. Forms are compiled and filed properly.
• Ensure hardware/software requested by users are reviewed and attended promptly.
• Coordinate and liaise with requestor to meet the VC/Webinar arrangement and expectation.
• Provide technical support and troubleshooting assistance to end-users for Office 365 applications, including resolving users' issues, investigating service disruptions, and performing root cause analysis.

3rd Party Systems Coordination such as

- Bloomberg Prof/ Anywhere/ EMSX/ RDLB/ MARS

- Refinitiv Eikon/ World Check/ Mesenger/ Global Relay/ FTSE

- BondStream, Omgeo CTM, ARIIM, Shoraka, CTOS, FATCA/CRS

• Coordinate and supervise among users, IT and vendors when there is any implementation, upgrade or testing.
• Provide technical support and troubleshooting assistance to end-users
• Ensure issues reported are addressed on timely manner.
• Managing system(s) according to both IT and business policies.
• Ensure all support cases are recorded in GIT Helpdesk and resolved promptly.
• Ensure related technical documents such as network diagrams are compiled and up to date.

Desktop Hardware and Software Licensing Management

• Finalize the specification requirement for procurement.
• Get quotations and prepare proposal for management approval
• Manage the procurement records containing information regarding licensing, renewals, warranties, and service agreements for the organisation's hardware and software.
• Track and record the latest movement of hardware/software licensing.
• Verify and update hardware asset reconciliation with Group Risk/Property Unit on a timely basis.
• Ensure all hardware serial numbers or identification tags are entered into inventory register and ensure information is up-to-date, accurate, and auditable.
• Manage special purpose software allocation and transfer of ownership.
• Record/report on any inter/Intra company Hardware/ Software transferred.

Verifying 3rd Party Billing and SLA and Incident report submission

• Verify Bloomberg/Refinitiv/Bursa/OMS charges billing for various services are in order for payment.
• Ensure vendor is submitting the required monthly Utilization/SLA/Performance reports on time.
• Compile and submit monthly management report
• Compile and submit IT incident report, if any

Disaster Recovery Support

• Coordinate and support especially Rentas, FAST & CCRIS setup for DR according to BNM requirements
• Coordinate and support OMS & Bursa system setup for DR to Bursa requirements.
• Support Infrastructure/ endpoint related DR setup.
• Compile work instruction & operation manual for co-worker reference.

Budget Planning

• Budget planning and resources allocation for desktop/laptop, software licensing, maintenance cost
• Budget planning on 3rd party system subscription
• Budget planning on BNM & Bursa system licensing & maintenance cost

To execute any work that may be assigned from time to time by my supervisor and/or by management.

Qualifications and Experience:

• Degree in Computer Studies
• At least 5 years on project management, and infrastructure support related experience.
• Proven ability to work effectively in a team setting as well as independently with minimal error and guidance.
• Excellent planning and organisational skills with