Security Framework Alignment: Oversee the definition and maintenance of the Bank’s technical security standards, ensuring strict alignment with industry frameworks (e.g., NIST, PCI-DSS, ISO/IEC 27001, SOC 2, CIS Benchmarks).
Policy & Standard Engineering: Guide the review and updating of technical security policies, baselines, and procedures for Web Application Firewalls (WAF), Web Proxies, Enterprise VPNs, Network Access Control (NAC) systems (Cisco ISE), and related perimeter devices.
Audit & Compliance Remediation: Lead technical readiness for internal, external, and regulatory audits. Drive team execution to track, prioritize, and validate the remediation of security findings and vulnerabilities across business units.
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Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Build strong customer relationships through effective communication, customer advocacy, and service excellence
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Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.
Accurately diagnose, categorise, prioritise, and escalate incidents and requests in line with service targets and operational standards.
Ensure seamless handovers to resolver groups and between shifts, with clear ownership, status updates, and next actions documented.
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· Collaborate with teams (e.g. Website, Communications) to solve technical challenges such as Wordpress management, integrations (Adaptis-ipay88) and system optimisation.
· Manage and optimise back-end systems (e.g. DynaMail, Alaya, SiteGIant, CiviCRM, Vodia, Automate, SiteGround, etc.) and system integrations (e.g. Adaptis-iPay88) to ensure reliability and scalability.
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Meticulous in maintaining site IT forecast, accrual, spending tracking, procurement/receiving process, maintaining MA, Contractors, Communication billing, asset/inventory
Should be willing to work extended hours or modified schedule to meet deadlines
Ensure performance meets stipulated KPIs/SLAs at all
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POC & demonstrations by lead and validate complex Proof of Concepts (POC), technical demonstrations, and site surveys to ensure solutions align with customer requirements and business objectives.
Vendor compliance, manage the team’s vendor certification roadmap to ensure the organization maintains necessary partner statuses and meets all technical requirement thresholds.
Business growth by collaborating with product team to design marketing programs and involves in meeting and quarterly sales quotas like QBR through technical leadership.
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