Assistant Manager/ Associate Manager (IT Service Management)

Job Description

Title: Assistant Manager/ Associate Manager (IT Service Management)

Company Name: A reputed private commercial bank

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: --

Experience:

• At least 5 years

• Bachelor of Science (BSc) in Computer Science Engineering

• At least 5 years

• At least 5 years of working experience in financial institutions or related industries and a minimum of 2 years of working experience in Software Development.
• Software and application-related certification would add value.
• IT Service Management certifications such as the Information Technology Infrastructure Library (ITIL) are preferred by employers.
• Application/system support skills to interact professionally and positively with employees and coworkers
• Familiarity with web development technologies and frameworks, knowledge on popular programming languages (C#, Java, PHP, Laravel, Python etc.) and related 3 tier architecture, web services and support skills are required.
• Database like MSSQL, MySQL, Oracle management (mid-level) and SQL writing skills is required.
• Familiar & support experience with various Banking solutions like Core Banking, ERP, Card Management is required. Knowledge on overall Banking systems & process is required.
• Knowledge on overall Access Control Management of Banking Solution/ Systems is required.
• Familiar with IT Service Management Applications like ManageEngine SDP, JIRA Service Desk or SCSM
• Analytical and problem-solving skills. Ability to analyze data and contribute insights to support decision-making.

With a strong focus on technology, we are offering exciting opportunities in IT Service Management, Technology Operations Division to contribute to its Quality IT Service Management. Aspiring candidates will join a forward-thinking team and leverage skills that value excellence, and integrity, and embrace the latest advancements in banking technology. This position involves application support and collaborating with the all units of Technology division to deliver IT services within the organization.

• This is a cross-functional, highly collaborative and communicative function where a strong relationship with stakeholders of Technology-Digital-IT Security is very important. Liaising with different end-user teams of the bank and maintaining relationships for delivering IT services to end users are the main criteria to become successful in this position.

• Providing technical support and assistance (L1 and L2 Support) to end-users, resolving various banking applications & systems issues within agreed timeline (SLA).

• Various Applications and Solutions Analysis, issues/ problem identification, root cause analysis & provide resolution. In case of issues which cannot be resolved at first hand, may be handed over or escalate to engineer who is subject matter expert or to 3rd party vendor and ensure that issues are resolved within estimated timeline.

• Responding to IT support tickets and inquiries via various channels, such as email, phone, or ticketing systems, and documenting solutions and resolutions

• Proactively monitor repetitive technical problems of applications, services and systems, take necessary steps to resolve the problem permanently.

• Managing user accounts and access permissions, ensuring data security and compliance with the Bank policies

• Generating reports on service performance, maintaining documentation of processes, incidents, and resolutions for future reference and audits.

• Staying updated with the latest technology trends and advancements in IT support, continuously enhancing technical skills and knowledge

• Improving IT service processes for efficiency and effectiveness through innovation and best practices.