Head of Application Support (Data) Unit

JOB PURPOSE / ROLE:

To develop and implement quality standards in order to drive BTD services towards maturity and delivery excellence.

AREAS OF RESPONSIBILITY:

Key Responsibilities

·       Manage support team and related unit admiration

·       Handles the accurate and effective provision of 2nd level of support to end users regarding issues and malfunctions in the operations of systems and applications, in order to support the continuous and effective operation of the Bank

·       Monitors and supports the accurate and on time response to end-users requests for assistance regarding any application malfunction so as to support business continuity and internal client satisfaction

·       Oversees the solutions implemented on end-users requests and provides support and guidance to enhance efficiency and effectiveness of corrective activities

·       Participates in the resolution of complex applications’ malfunctions, while escalates to more specialized professional’s problems that cannot be resolved by this level of support

·       Follows-up on the problem-solving results of issues forwarded to other departments, so as to facilitate and support the timely response to internal client requests

·       Monitors the local and international trends and best practices in the banking operating systems and proposes relevant improvements for increasing the efficiency and speed of operations

·       Develops or modifies the applications when this is required, and ensure that this is aligned with the business requests and architecture design, so as to support the efficiency of the operations

·       Monitors the efficiency of the applications used in the assigned business area and proceeds to their maintenance and required configuration, so as to support the effective execution of business objectives

·       Monitor and collects all the reports developed and data generated regarding the problems and issues identified from the end users and proceeds to their analysis, so as to identify trends and repeat malfunctions

·       Participates in the testing of the applications developed, so as to identify and confirm their efficiency and accuracy prior their release to production

·       Provides training and technical support to application end users, in order to support the continuous and effective operation of systems and applications and achieve adherence to pre-defined SLAs.

·       Contributes to the identification of opportunities for continuous improvement of systems, processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement

·       Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment

·       Performs other related duties or assignments as directed

1.         Communication Excellence (The knowledge, skills and ability to listen to others and expresses oneself in a clear and effective manner that helps achieves the desired results.)

2.         Digital Orientation (The knowledge, skills and ability to use digital technologies, concepts and methodologies that solve problems, innovate, communicate and collaborate.)

3.         Service Excellence (The knowledge, skills and ability to understand, anticipate and responds proactively to the concerns and needs of internal and external customers, acting required to address them.)

4.         Risk Orientation (The knowledge, skills and ability to anticipate and manage the various types of risks that may adversely impact on the organization, our customers, our people and our shareholders.)

5.         Stakeholder Management (The knowledge, skills and ability to listen to, engages with and understands the needs of stakeholders, using this knowledge to build a coalition to get agreement on what to do and manage expectations.)

6. Building High-Performance (The knowledge, skills and ability to manage and review the performance of individuals and teams against goals and expectations, taking corrective action when necessary by guiding, motivating and developing them.)