Description

Lead technical support operations while contributing to daily activities. You will manage incident and problem resolution, driving root cause analysis and remediation. Automate support tasks to optimize production stability and lead monitoring tool transformations. Serve as the primary liaison between business users, operations, and IT teams to clarify technical issues. Coordinate major events including business continuity planning, disaster recovery, and production interventions.

Responsibilities

• Lead and mentor a team of support analysts, overseeing daily operations and aligning work with management.
• Manage incident and problem management processes, ensuring root cause identification and defining remediation actions.
• Drive continuous improvement by automating support tasks and optimizing production processes.
• Act as the primary liaison between business users, operations, and IT teams to communicate technical issues in simple language.
• Coordinate major events including business continuity planning, disaster recovery, and production interventions.

Required Skills

• 8+ years of experience in application support.
• Proven experience leading teams and managing stakeholders.
• Proficiency with SQL and Unix.
• Experience with Microservices and CI/CD tools.
• Demonstrated ability to lead transformations for monitoring tools and automation.
• Strong analytical and problem-solving skills with a focus on production stability.
• Ability to manage high-stress environments and multi-task effectively.
• Any Graduate degree.

Preferred Skills

• Experience within the banking industry.

Key Skills

Education

Any Graduate