Department Head – IT Applications Support

Job Title: Department Head – Application Support

Function: Digital Systems & Information Technology (DS&IT)

Department: IT Applications Delivery

Reports to: Head of IT Delivery

Role Objective

Lead and manage the Application Support function at Doha Bank, overseeing enterprise systems including Channels, Cards & Payments, Core Banking, Integration, Business Applications, and IT Service Desk. Ensure optimal performance, strategic alignment, and continuous improvement of application services in support of business goals.

Key Responsibilities

Strategic

• Align application support strategy with overall IT and business objectives.
• Support IT leadership in budgeting, planning, and performance metrics.
• Drive innovation and transformation initiatives across the bank.
• Ensure compliance with regulatory requirements (e.g., QCB).
• Represent the bank in external forums and partnerships.

Operational

• Oversee daily operations of the application support team.
• Ensure timely resolution of incidents and service requests.
• Monitor and enhance application performance and stability.
• Implement ITSM processes (incident, problem, change management).
• Ensure SLA compliance and stakeholder satisfaction.
• Lead root cause analysis and continuous improvement efforts.
• Manage application lifecycle: requirements, integration, optimization, and support.
• Collaborate with business units, vendors, and IT teams on projects and enhancements.
• Develop and enforce policies, procedures, and roadmaps.
• Support audits, compliance, and risk management activities.

People Management

• Lead, mentor, and develop the application support team.
• Conduct performance reviews and support career development.
• Participate in recruitment and succession planning.
• Promote a culture of accountability, learning, and service excellence.

Key Interactions

Internal:

Strategy, Business Units, Product Teams, BI, Distribution, IT, Subsidiaries, Overseas Branches

External:

Regulators, Vendors, Consultants, Customers, Partners.

Qualifications & Experience

Education:

• Bachelor’s in Computer Science, Information Systems, or related field
• Master’s in Management or related discipline (preferred)
• Experience:
• 13–18 years in banking/financial services
• Proven leadership in IT business applications
• Strong background in application maintenance and optimization

Technical Competencies

• Deep knowledge of banking systems and middleware
• Application architecture and lifecycle management
• Programming and debugging proficiency
• Agile, DevSecOps, CI/CD practices
• Project and change management
• Business analysis and IT strategy alignment

Behavioral Competencies

• Leadership: Strategic thinking, decision-making, performance management
• Results Delivery: Planning, problem-solving, analysis
• Operational Agility: Resource management, adaptability, change readiness
• Customer Focus: Quality commitment, relationship management
• Collaboration: Communication, respect, influence

Certifications (Preferred)

• PMP, CBAP, or equivalent technical certifications