Head of IT Application Support

Responsibilities

• Define and evolve the Application Support strategy, including a roadmap for Temenos and its digital ecosystem.
• Provide bank-wide leadership for the stability, availability, and resilience of the application and digital service landscape.
• Own the Run-the-Bank (RTB) and Change-the-Bank (CTB) operating models, managing the interface between internal teams, vendors, and managed-service providers.
• Drive the rationalization and simplification of the application estate, ensuring alignment with the Bank's core banking and digital transformation strategy.
• Lead major incident and problem management, ensuring timely resolution, root-cause analysis, and durable remediation.
• Mature ITIL-aligned service management practices across incident, problem, change, release, and knowledge management.
• Lead and develop a high-performance, multi-disciplinary application support team, fostering a culture of accountability and continuous improvement.
• Sponsor the adoption of AI-enabled capabilities and SRE principles across application support operations.

Requirements

• 20+ years of experience in technology, digital, or application support.
• 10+ years in a managerial and leadership role within a regulated financial services environment.
• Extensive experience supporting core banking platforms, preferably Temenos.
• Proven track record of managing large-scale, business-critical application estates.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• Deep understanding of hybrid cloud architectures (on-premises, private, and public cloud).
• Strong knowledge of ITIL-aligned service management and multi-tier support models.

Preferred Qualifications

• Professional certifications in IT Service Management (ITIL) or Cloud Platforms (AWS, Azure).
• Experience with Site Reliability Engineering (SRE) principles and automation.
• Knowledge of API management, data lake architectures, and ETL processes.
• Experience with AI/ML frameworks and implementing AI-enabled operational capabilities.
• Certifications in project delivery or governance (e.g., Agile, PRINCE2).

About the Company

Bank ABC is a leading financial institution dedicated to driving technology transformation and delivering excellence in digital banking services.