Job Summary:
To lead our dedicated team of application support analysts. The successful candidate will be responsible for the ongoing support, optimization, and tuning of our critical business systems, including both in-house and vendor-supported applications. This role requires a blend of technical expertise and leadership to ensure the seamless transition of systems from project phase to operational stability, and to drive continuous improvement in our application landscape.
Duties & Responsibilities:
- Lead, mentor, and develop a team of application support analysts to provide exceptional support for all business applications
- Oversee the day-to-day operations of the business systems support team, ensuring timely and effective resolution of incidents
- Manage the end-to-end support lifecycle for business applications, from incident logging to resolution and root cause analysis
- Collaborate with project teams to ensure a smooth and effective transition of new systems and enhancements from development to production support
- Proactively identify opportunities for system improvements, and work with business stakeholders and vendors to implement optimizations and performance tuning
- Develop and maintain a comprehensive knowledge base of business applications, systems, and processes
- Serve as the primary technical point of contact for third-party application vendors to manage and escalate support issues
- Establish and monitor key performance indicators (KPIs) to measure the effectiveness of the application support function
- Ensure that all support activities are carried out in compliance with company policies and procedures
- Design and implement training plans for initial orientation and continuous development of team members
- Identify potential user training gaps and recommend appropriate programs to increase computer literacy and self sufficiency
- Drive and conduct in-depth root cause analysis (RCA) for recurring or high-impact incidents to identify and implement permanent solutions.
- Design, and where appropriate, develop, robust and scalable solutions, enhancements, or workarounds for identified software issues and performance bottlenecks.
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Qualification & Experience:
- Bachelor’s Degree in Computer Science, Information Technology, and/or Engineering.
- At least 5 years of experience in application support and software development, with at least 2 years in a leadership or supervisory role.
- A strong understanding of the software development lifecycle (SDLC) and ITIL best practices.
Skills & Comepetence
- Exceptional communication and interpersonal skills, with the ability to effectively collaborate with technical and non-technical stakeholders
- Familiarity with financial system domains, core banking platforms, and investment management software
- Experience in vendor management and negotiating service level agreements (SLAs).
- Working knowledge of Enterprise Architecture frameworks and principles
- Excellent problem-solving, analytical, and critical thinking skills.
· At least 5 years of experience in application support and software development, with at least 2 years in a leadership or supervisory role. |