Head of Application Support - Banking

We are on the look out for a Head of Application Support for one of the leading digital banking solutions provider and implementation partner.

Key Responsibilities:

• Provide technical guidance and hands-on support for escalated issues, ensuring swift resolution and minimal downtime.
• Lead and manage the support team, setting clear goals, assigning responsibilities, and ensuring accountability.
• Build and maintain a high-performing support team, promoting collaboration, ownership, and continuous learning.
• Design and implement support processes, workflows, and escalation paths to improve efficiency and customer satisfaction.
• Monitor support metrics (SLAs, response time, resolution time, etc.) and drive performance improvements.
• Act as the primary escalation point for clients and manage critical issues effectively.
• Ensure timely resolution of L2/L3 issues related to internally developed applications.
• Analyze and identify the root cause of issues, leveraging strong technical and domain knowledge.
• Regularly review and analyze support data to identify trends, recurring issues, and opportunities for improvement.
• Ensure knowledge base and internal documentation are consistently updated to enable faster resolutions.
• Drive a customer-first mindset within the team, focusing on empathy, accuracy, and proactive support.
• Collaborate with product, engineering, and QA teams to provide feedback and contribute to system enhancements.

Job Specification:

• 8-10 years of experience in technical support roles, with at least 5 years in a leadership or managerial capacity
• Proven experience in the banking or fintech industry
• Strong technical background with understanding of backend systems, APIs, and cloud platforms.
• Excellent leadership and team management skills.
• Outstanding problem-solving and analytical abilities.
• Familiarity with ticketing systems (e.g., Zendesk, Jira), monitoring tools, and support automation.
• Clear and effective verbal and written communication skills.
• Ability to thrive in a fast-paced, high-pressure environment.
• Strong sense of ownership, accountability, and proactive execution.

Interested candidates may apply.

Experience:

• Application Support: 8 years (Preferred)
• design overall support strategy: 5 years (Preferred)
• leading application support team: 5 years (Preferred)
• banking and fintech industry: 5 years (Preferred)

Work Location: In person