Assistant Vice President, Technology Support Operations

Job Purpose

To support the operational management of systems and modules by providing first- and second-level technical support, ensuring system stability, service availability, and operational continuity. The role is responsible for facilitating the timely resolution of issues, maintaining compliance with IT service standards, and collaborating with IT and business stakeholders to deliver efficient and reliable technology services.

Key Responsibilities

• Deliver first- and second-level technical support for systems and applications.
• Manage and resolve incidents and service requests in accordance with established service standards and service level agreements (SLAs).
• Monitor system performance, availability, and operational stability to ensure service continuity and reliability.
• Coordinate the escalation and resolution of complex technical issues with relevant support and development teams.
• Provide user support, guidance, and training, while maintaining effective communication with stakeholders on incident status and service updates.
• Identify opportunities for process improvement, maintain knowledge management resources, and support automation initiatives to enhance service efficiency and user satisfaction.

Requirements

• Bachelor's Degree in Information Technology, Computer Science, or an equivalent qualification.
• At least 8 years to 10 years of relevant experience in IT support, application support, or service desk operations.
• Sound knowledge of banking systems, financial services operations, and IT Service Management (ITSM) processess.
• Experience in incident management, root cause analysis, and system troubleshooting.
• Familiarity with system monitoring and service management tools.
• Excellent problem-solving, interpersonal, and communication skills with a customer-oriented mindset.

Technical Competencies

• Application Support (Financing Modules)
• Incident & Service Request Management
• IT Service Management (ITSM)
• System Monitoring & Operational Support
• Reporting & Knowledge Management
• User Support & Stakeholder Communication