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23/01 Susan James
HR at Grampro Business Services Pvt Ltd

Views:286 Applications:61 Rec. Actions:Recruiter Actions:0

Head - IT Support (10-20 yrs) Premium

Kerala/Thrisurr Job Code: 1210411

Position: Head IT Support

Experience: Total 10-20 Years of Experience in IT/BFSI.

Minimum 6+ years experience as an Helpdesk/Service Delivery head preferably in the banking /BFSI sector

Qualification: BCA, BTECH, MSC CS, MCA ,MTECH

Roles & Responsibilities:

Strategic and planning:

Implement, Manage & Support entire IT Helpdesk of the Bank


- Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.

- A thorough understanding of the strategic vision for the service desk and the ability to set the long term direction of the team.

- An ability to balance and plan the short-term actions of the team.

- Knowledge and understanding of all relevant industry standards.

- Knowledge and understanding of best practices for service management.

- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.

- A complete understanding of the organizations business.

- An ability to think critically about systems and to work consistently as needed.

- The ability to manage time effectively while setting the tone of the team through modelling and leadership

- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

- Conducting and sharing results from service and operation performance reviews.

- Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.

- Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.

- Being aware of and managing the costs of running the service desks.

- To communicate with external support vendors to address any issue.

- To implement the updated versions of software.

- Provide training to support staff related system product and service.

- To define and document system test plans for user acceptance testing and regression testing deliverables.

- To create or update documentation related to the activity performed (design document, maintenance


- Take ownership of the team performance, lead and develop staff under supervision.

- Troubleshot and resolve any issue related to payment system.

- Provide support to end user and relevant team.

- Well understand about SWIFT /ISO and other messaging services.

- Develop business case for critical system changes.

- Participate in the organization and planning of development resources and schedules.


- Should have Strong Knowledge on hardware , software technologies like HTML/CSS ,Java

- Knowledge in database such as Oracle, SQL server.

- Strong troubleshooting and problem solving skills.

- Knowledge in banking system/Core Banking is mandatory

- Should have strong knowledge in Rest and SOAP API (JSON/XML)

- Should be strong in Mobile Device Management

- Should have strong understanding on Andriod/IOS Device architecture and Security parameters

Learning & Performance:

- Research emerging technologies (Directly or through institutions), innovations and latest product/process improvement launches in BFSI sector and in the general technology space and generate actionable ideas / concepts related to these upcoming technologies

- Leverage the findings to implement digital solutions for existing challenges being faced by internal

customers (employees) and external customers.


- Excellent people management & Stakeholder Management skills

- Good analytical & presentation skills

- Proficiency in English written and verbal communication skills

- Has clarity of thought and purpose and is able to articulate in a simple and easy way

Women-friendly workplace:

Maternity and Paternity Benefits

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