Job Description

ROLE PURPOSE Plan and manage the delivery of efficient and reliable support and maintenance services of IT solutions by ensuring maximum system uptime and optimal system response time with minimal business disruptions for information accessibility, business operations efficiency and increased organisation productivity that contributes to the Bank\'s IT strategy and roadmap. PRINCIPAL ACCOUNTABILITIES Manage and provide leadership to a team of application support personnel to ensure application support services are provided in proactive, timely and effective manner. Constantly manage communication and relationship with higher management (up to C-level), direct supervisor, peers and subordinate. Manage application support and maintenance activities to ensure availability and continuity of business services through proactive and stringent monitoring of incident and problem management and in accordance with IT standards and best practices, including problem escalation process to management and business users Manage the agreed service level agreements (SLAs) by collaborating with business users and service to provide timely and satisfactory support services which include pro-active technical advice and guidance on the usage of supported application/software, application/software updates and the impact to business Manage the performance of service providers in delivery of IT solutions, maintenance and support services including their compliance to BNM\'s IT policies, guidelines and procedures. Monitor problem resolution process and activities to manage the expectations and confidence of business users through the delivery of proactive and timely IT services. Continuously keep abreast with technology development to enable optimisation of the Bank\'s IT infrastructure and application for the improvement of IT solutions delivery to business users Build and maintain relationship with external expert and peers in other organizations in order to benchmark and research appropriate technology and processes for enhancing IT solutions and services in the Bank QUALIFICATION AND EXPERIENCE Academic qualification: Bachelor\'s degree or higher qualification in Computer Science, Information Technology, Information Systems, Software Engineering or relevant professional qualification. Experience: At least 6 years working experience in leading application support team. Knowledge: Application system support in areas of Oracle Fusion cloud application suite (human capital management, financial management & procurement), end user client tools and ITIL. Certification in ITIL and Oracle Fusion are an added advantage. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.

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