Head of Application Support- Abu Dhabi (UAE) Knowledge & Experience: • Master’s degree in Computer Engineering / Sciences or relevant work experience • 10 or more years of working experience in managing Application Support teams • 5+ years of experience working in leadership role in Application Support • Good understanding of process models in service management like ITIL frameworks etc. • Good understanding of key application and systems in financial institutions • Excellent organisational skills demonstrated in co-ordinating completion of complex tasks by several teams • Good experience in managing and getting value out of Outsourced operations and activities Key Accountabilities: • Responsible for planning out the enhancement and upgrade projects, including the budgeting of the projects, with the Head of Application Services • Responsible for running the help desk for these applications and associated tasks with the help desk: o Overseeing the day to day administration and management of the help desk and field service technicians o Collaborating with IT operations groups, service owners, and third-party service providers to understand service readiness and oversee the service transition from development to in-service. o Developing an understanding customers internal business functions, culture and critical operational needs. o Building and maintaining relationships with IT and business teams and leaders to ensure a high level of support and cooperation across all of IT to help meet organizational objectives. o Spearheading the maintenance of a culture of customer service through analysis and recommendation of support and training strategies • Ensure smooth operation of all the production systems in the bank • Keep core systems such as Core Banking, Channels, etc. in top performance and ensure availability as per agreed SLAs Email: rizwana@dicetekuae
Posted on: Fri, 09 Jan 2015 21:20:35 +0000
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