Head of Application Support - Banking

Head of Application SupportReporting to: Head of IT OperationsOverviewThis critical leadership role oversees a large team, responsible for supporting and maintaining a vast portfolio of IT applications, , mobile apps, branch systems, and more. You will be a seasoned IT leader with a proven track record of ensuring smooth and efficient operations, proactively managing incidents, and driving continuous improvement.Key ResponsibilitiesLead and manage a large team of application support specialists across diverse application domains (, payments, mobile, branch systems,core banking etc.).Oversee the production operations of all assigned IT applications, including incident and problem resolution, ensuring 24/7 availability and adherence to SLAs.Implement and manage effective processes and procedures for application support, change management, and risk mitigation.Foster strong relationships with key stakeholders - customers, business units, internal partners, and vendors - to ensure alignment and timely resolution of critical issues.Drive continuous improvement by monitoring application performance, identifying bottlenecks, and implementing optimization strategies.Ensure compliance with relevant IT policies, industry regulations, and data security standards.Stay at the forefront of technology trends and lead the adoption of new solutions to enhance application support capabilities.Manage the budget and resources allocated to the application support function.Specific Expertise:Extensive experience managing large and complex IT environments within the financial services industry.In-depth understanding of core banking systems, payment systems, SWIFT, middleware, integration layers, credit card systems, ATM systems, and mobile applications.Proven track record of successfully managing incidents, problem resolutions, and change management in high-pressure environments.Strong leadership, communication, and interpersonal skills.Excellent analytical and problem-solving abilities.Commitment to continuous learning and staying updated with industry best practices.Qualifications:Bachelor's degree in Computer Science, Information Technology, or a related field.10+ years of experience managing large and complex IT application support teams in a financial services environment.Demonstrated expertise in core banking systems, payment systems (e.g., SWIFT), middleware, integration layers, credit card systems, ATM systems, mobile applications, and branch systems.Proven track record of successfully managing incidents, problem resolutions, and change management in high-pressure environments.Strong leadership and management skills, able to motivate and inspire a large team of diverse professionals.Excellent communication, interpersonal, and stakeholder management skills with the ability to build strong relationships across the organization.Advanced analytical and problem-solving skills to identify root causes of issues and implement effective solutions.Passion for continuous improvement and commitment to staying up-to-date with industry best practices and emerging technologies.Excellent organizational and time management skills to effectively manage multiple priorities and deadlines.Strong understanding of ITIL, IT service management frameworks, and industry best practices