Manager, Solutions Support Operations, Digital Technology Infrastructure

Position: Application Support Manager (Digital Solutions Services Section)

Plan and manage the delivery of efficient and reliable support and maintenance services of business application 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, for application serving broad business domain and technologies e.g statistical reporting & data warehouse, supervision & investigation and public facing website/portal

• Manage and provide leadership to a team of application support units to ensure application support services are provided in proactive, timely and effective manner
• Constantly manage communication, reporting and relationship with higher management (up to management committee level), direct supervisor, peers and subordinates
• 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 and coordinate deployment of new application support initiatives within the portfolio in improving support level
• Manage the agreed service level agreements (SLAs) and Key Risk Indicators (KRI) 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

Academic Qualifications: Bachelor degree or higher qualification in Computer Science, Information Technology , Information Systems, Software Engineering or relevant professional qualification

Experience: At least 7 years working experience in leading and managing large (consisting of more than 10 technical support personnel & managers) application support team, preferably for statistical reporting system in business domains of financial, payment systems, treasury, capital market, money market and currency
Knowledge: Application system support in areas of data warehousing and business intelligence, API integration, critical corporate website, certification in AWS cloud technical areas ITIL are an added advantage