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**Responsibilities**:- Manages one or more apps support teams.- Provide a holistic view of the production environment for both technology and business management, working closely as a trusted partner for senior business heads.- Provide guidance on feedback reviews with development managers, ensuring outstanding issues are tracked to closure, particularly long-term strategic fixes.- Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution.- Requires awareness of audit and compliance related issues.- Contributes to formulation of strategies for apps support and other functional areas.- Ability to handle incidents, problems and change at a global enterprise level.
Calm and analytical when faced with major incidents on critical systems.- Responsible for delivery of end results and shares responsibility for budget management which directly impacts the apps support area; accountable for resource planning.- Manages customer satisfaction requirements of operational procedures to achieve a suitable outcome for all stakeholders- Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence with operations and technology partners on a regional or global basis.- Focus on people development, evaluating subordinates' performance and making decisions on pay increases, hiring, terminations and other personnel actions and deputize for the regional support manager.- Performs other duties and functions as assigned**Qualifications**:- 6-10 years experience in an Apps Support role would be an added advantage, but not essential- Experience with people management- Highly assertive communications skills, commanding personality.
Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication.
Must show confidence in all communications- Effectively share information with other support team members and with other technology teams- Ability to plan and organize workload- Consistently demonstrates clear and concise written and verbal communication skills- Ability to communicate appropriately to relevant stakeholde**Education**:- Bachelor's/University degree, Master's degree preferred or technical/bachelor's degree with at least 15 years of experience on the fieldTalk, read and write English (fluent)Customer service excelenceLeadershipTeam ManagementExcellent communicationDESIRABLE:- Experience on Credit Origination Systems, Credit Risk System, Fraud Detection Systems, Credit Decision Systems and Credit Risk Portfolio evaluation systems.
Experience with support technologies: Service Now, Splunk, AppDynamics, Evolven.- Excellent knowledge/experience with Credit Origination Systems.- Good knowledge/experience with Credit Cards Systems.- Good knowledge/experience with Fraud Detection Systems