Job Purpose

To lead and manage the Business Applications Unit in delivering reliable operational support, continuous improvement, and lifecycle management of business automation applications that support critical business functions across the Bank. The role is responsible for ensuring timely resolution of business issues raised by branches and Head Office users, minimizing complaints and escalations through effective service management and root cause resolution, and serving as the primary liaison between Business Units, Software & Digital Solutions Engineering and Vendors to drive the design, testing, implementation, and continuous enhancement of digital business solutions that improve operational efficiency and customer experience.

Principle Responsibilities

• Lead and manage the Business Applications team to provide effective second-level support and ensure the availability, performance, and health of business applications.
• Ensure timely resolution of business issues, incidents, and service requests while minimizing recurring queries, complaints, and escalations from branches and business units.
• Build strong relationships with business units to understand their needs and identify opportunities for process automation and continuous improvement.
• Act as the primary liaison between Business Units and Software & Digital Solutions Engineering to coordinate the design, testing, implementation, and deployment of business application enhancements and digital solutions.
• Oversee the lifecycle management of Business Applications, including implementation, upgrades, maintenance, and continuous improvement.
• Manage service delivery in line with ICT Service Management (ISO 20000) standards, including SLA, Incident, Problem, Change, Request, and Configuration Management.
• Monitor service performance, identify root causes of recurring issues, and implement sustainable solutions to improve user experience and operational efficiency.
• Lead, coach, mentor, and develop the Business Applications team while setting and monitoring SMART performance objectives.
• Manage relationships with application vendors, including procurement support, performance reviews, and service delivery.
• Prepare and manage the Unit’s CAPEX and OPEX budgets and drive cost optimization initiatives.
• Prepare periodic reports on service performance, operational activities, and improvement initiatives.
• Participate in the development and review of ICT policies, procedures, and standards, and stay abreast of emerging technologies and industry best practices.

Qualifications Required

• Bachelor’s degree in information technology, Computer Science, Computer Engineering, or a related field.
• At least 5 years of general ICT Systems support experience in banking environment.
• Minimum of 3-years of experience in Business Application Systems support and related projects.
• At least one professional certification in an IT Service Management (ITSM) framework, such as ITIL, COBIT, or a related discipline.
• Experience of working in a deadline-oriented environment, the ability to multi-task, and the ability to be flexible with changing priorities.
• Experience in managing backups & recovery processes to ensure business continuity.
• Strong interpersonal, written, and verbal communication skills, complemented by solid ICT Service Management expertise.
• Strong knowledge of Enterprise Resource Planning (ERP) systems and business application solutions, with a solid understanding of application and system architecture concepts.
• Demonstrated people management and leadership capabilities, with the ability to motivate, mentor, and develop team members.
• Effective team player with the technical and interpersonal skills required to support, maintain, and enhance business-critical applications and systems.
• Demonstrated leadership, personnel, vendor, and stakeholder management skills, with experience in technical engagement, SLA oversight, and service delivery performance monitoring.

• Lead and manage the Business Applications team to provide effective second-level support and ensure the availability, performance, and health of business applications.
• Ensure timely resolution of business issues, incidents, and service requests while minimizing recurring queries, complaints, and escalations from branches and business units.
• Build strong relationships with business units to understand their needs and identify opportunities for process automation and continuous improvement.
• Act as the primary liaison between Business Units and Software & Digital Solutions Engineering to coordinate the design, testing, implementation, and deployment of business application enhancements and digital solutions.
• Oversee the lifecycle management of Business Applications, including implementation, upgrades, maintenance, and continuous improvement.
• Manage service delivery in line with ICT Service Management (ISO 20000) standards, including SLA, Incident, Problem, Change, Request, and Configuration Management.
• Monitor service performance, identify root causes of recurring issues, and implement sustainable solutions to improve user experience and operational efficiency.
• Lead, coach, mentor, and develop the Business Applications team while setting and monitoring SMART performance objectives.
• Manage relationships with application vendors, including procurement support, performance reviews, and service delivery.
• Prepare and manage the Unit’s CAPEX and OPEX budgets and drive cost optimization initiatives.
• Prepare periodic reports on service performance, operational activities, and improvement initiatives.
• Participate in the development and review of ICT policies, procedures, and standards, and stay abreast of emerging technologies and industry best practices.

• Strong interpersonal, written, and verbal communication skills
• Solid ICT Service Management expertise
• Strong knowledge of Enterprise Resource Planning (ERP) systems and business application solutions
• Solid understanding of application and system architecture concepts
• Demonstrated people management and leadership capabilities
• Ability to motivate, mentor, and develop team members
• Effective team player
• Technical and interpersonal skills required to support, maintain, and enhance business-critical applications and systems
• Demonstrated leadership, personnel, vendor, and stakeholder management skills
• Experience in technical engagement, SLA oversight, and service delivery performance monitoring

• Bachelor’s degree in information technology, Computer Science, Computer Engineering, or a related field.
• At least 5 years of general ICT Systems support experience in banking environment.
• Minimum of 3-years of experience in Business Application Systems support and related projects.
• At least one professional certification in an IT Service Management (ITSM) framework, such as ITIL, COBIT, or a related discipline.
• Experience of working in a deadline-oriented environment
• Ability to multi-task
• Ability to be flexible with changing priorities
• Experience in managing backups & recovery processes to ensure business continuity.