We are seeking a highly experienced Department Head of IT Service & Support to join our dynamic IT team. Reporting directly to the IT Operations Division Head, you will play a pivotal role in overcoming current challenges in our IT Services & Support area, particularly in application support. You will manage a vast portfolio of applications and servers, ensuring the seamless operation of our digital services, including 24/7 support for mobile banking.
Your leadership will be crucial in enhancing operational efficiency, improving service reliability, and driving customer satisfaction across the organization. If you have a strong background in managing complex IT environments and are adept at navigating the challenges of supporting critical banking applications, we invite you to apply.
Key Responsibilities
Leadership and Strategic Management:
- Lead and manage the IT Service & Support department, including IT Service Desk, Applications Support, IT Integration & Data Support, and IT Change & Release Management teams.
- Provide mentorship and guidance to team members, fostering a culture of excellence, collaboration, and continuous improvement.
- Develop and implement strategic plans for IT service delivery aligned with the bank's objectives and current challenges.
Application and Digital Services Support:
- Oversee the support and maintenance of a large portfolio of banking applications and servers, ensuring optimal performance and reliability.
- Ensure uninterrupted operation of digital services, including 24/7 support for mobile banking and other critical systems.
- Develop strategies and implement processes to quickly resolve application issues, minimize downtime, and enhance service efficiency.
- Establish and manage a robust on-call support structure to address critical issues promptly at any time.
IT Service Management and Integration:
- Oversee IT Service Desk operations, implementing best practices for incident management, problem-solving, and customer support to enhance user satisfaction.
- Manage IT Change & Release Management processes to handle frequent updates and deployments with minimal disruption.
- Oversee the integration of various IT systems and ensure seamless data flow across platforms, maintaining data integrity, security, and accessibility.
Compliance, Quality Assurance, and Continuous Improvement:
- Ensure all IT services comply with banking regulations, industry standards, and internal policies.
- Establish and enforce quality assurance standards, conducting regular assessments to drive continuous improvement.
- Identify opportunities for process improvements, automation, and innovation to enhance operational efficiency.
Collaboration and Communication:
- Collaborate with other departments to understand their IT needs and provide effective solutions.
- Communicate departmental performance, challenges, and opportunities to senior management and stakeholders.
- Foster strong relationships with internal and external partners to support the bank's strategic goals.
Qualifications
Education:
- Minimum Bachelor's degree in Computer Science, Information Technology, or a related field.
Experience & Skills:
- Minimum of 6 years of experience in IT service and support management, preferably within the banking or financial services industry.
- Proven experience in managing large-scale application support environments with numerous applications and servers.
- Demonstrated ability to manage and support digital services requiring 24/7 availability, such as mobile banking.
- Strong knowledge of IT service management frameworks (e.g., ITIL).
- Extensive experience with banking applications, systems support, and integration.
- Proficiency in managing IT infrastructures that support high-availability services.
- Experience with IT change and release management processes in complex environments.
- Familiarity with data management and support methodologies.
- Up-to-date with the latest trends and technologies in IT service and support.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Strong customer service orientation with a focus on delivering high-quality IT services.
- Experience in implementing automation and optimization strategies to improve service delivery.
- Have Experience to build framework and using with application performance monitoring and network monitoring like Dyna trace and Solarwind, etc
- Have experience to find rootcause with practical problem management method like fishbone framework and 5 why strategy
