Responsibilities:

Responsible for providing high quality technical support to bank clients through a team of well trained, efficient and effective Support Consultants:

• Ensuring the attainment of Service Level Agreement (SLA)
• Identifying weaknesses and opportunities to improve current support service operation and organizing project teams to deliver improvements
• Communicating regional support priorities to ensure that all relevant contributors and stakeholders are aware and focused on ensuring that fixes are delivered to clients on schedule and according to the service level standards
• Improving productivity of global support through performance management and appropriate training and development
  

Requirements:

• Bachelor's degree in an Information Technology and/or Finance related discipline
• Minimum of 8 years' relevant experience in helpdesk or technical support environment, at least 2 years of which in a team lead capacity
• Experience in developing, supporting or using banking software 
• Strong experience in leading a large group in an I.T. related environment 
• Excellent business communication, and vendor-customer relationship management skills 
• Familiarity with commercial terms and conditions of Customer Support, as well as Information Technology Infrastructure Library (ITIL) certification are distinct advantages
• Able and willing to travel, internationally on short-term basis, as may be required.