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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


Functional:


- 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

procedure).


- 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.


Technical:


- 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.


BEHAVIOURAL COMPETENCIES:


- 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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