IT User and Application Support Manager

Job description

We are seeking a skilled and detail-oriented IT Specialist to support and manage our desktop systems and business-critical applications. The ideal candidate will ensure our IT systems run smoothly, provide end-user support, maintain security protocols and contribute to ongoing IT projects and improvements.

Main tasks and responsibilities

The main duties and responsibilities for this position are divided into two areas: Run the Bank (RTB) and Change the Bank (CTB).

Run the Bank

* Manage the IT environment and provide support and assistance to users:

• Technical support:
  • Monitoring and execution of service requests and incidents
  • Troubleshooting user problems with a focus on business and banking applications
  • Primary support for business applications
  • Primary support for desktop applications
  • Secondary support for AV and physical security systems
  • Secondary support for mobile systems
  • Assistance with the handover / vacation process
  • Escalation of incidents and requests as required and follow-up until closure
• BCP and DRP:
  • Ensuring the readiness of applications during the annual local DRP exercise process
  • Participation in group/regional DRP exercises
• Governance:
  • Ensuring compliance with local regulatory requirements and group policies
  • Ensuring compliance with internal information security requirements
  • Assistance in ensuring that local policies and procedures are up to date
  • Internal and external relationship management
  • Management of outsourcing relationships with the Banking Systems Group
  • Management of relationships and contractual agreements with 3rd party IT providers
  • Carrying out 3rd party risk assessments as required
  • Documentation and recording:
    • Maintenance of accurate records and documentation of IT systems and configurations

Change the Bank

* Leading or participating in IT projects initiated locally or by the Group:

• Collaborate with the group and/or other units on projects and initiatives ranging from system upgrades to new implementations
• Support for users during the UAT
• Ensuring compliance with the change management process

Requirements

* Bachelor's or graduate degree in Computer Science, Information Technology or a related field (or equivalent experience) * 3-5 years of experience in a similar end-user oriented support role * Experience in the financial industry with basic knowledge of financial products and operational tasks * Excellent problem solving skills and customer focus

We offer

* A dynamic and challenging work environment * Opportunities for personal and professional development