JOB  DETAILS

PRIMARY ROLE RESPONSIBILITIES

• Client Facing: Responsible for IT Application Support services on applications hosted in Sydney for the 2S business in Australia & New Zealand facing internal users spread across operations & client service. Some of this will including interacting with clients of the bank

• Team Management: Supervise a team of IT support technicians, providing direction, organizing training and mentoring to develop skills and expertise.

• Incident Management: Secure resolution of IT incidents with set SLA, including troubleshooting, root cause analysis, and implementing fixes or workarounds to prevent future occurrences.

• Problem Management: Identifying and addressing the root causes of recurring IT issues, working with other teams to implement long-term solutions and prevent future problems.

• Communication: Serving as a liaison between the IT support team, other departments, and stakeholders, ensuring that IT-related issues are clearly communicated and that expectations are managed.

• Process Improvement: Continuously evaluating and refining IT support processes, procedures, and workflows to optimize efficiency, effectiveness, and customer satisfaction.

• Budgeting and Resource Allocation: Manage APS team’s budget, resources, and vendors, ensuring that the team has the necessary tools, equipment, and expertise to perform their duties.

• Reporting and Metrics: Developing and tracking key performance indicators (KPIs) to measure the team’s performance, including metrics such as first-call resolution rates, mean time to resolve (MTTR), and customer satisfaction.

What is required for you to succeed?

Must Have

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