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
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