Production Support Manager
Member of the Banking Solutions team, responsible for ensuring the day-to-day stability, reliability, and regulatory compliance of critical banking applications.
The role focuses on operational excellence, incident management, service delivery, and continuous improvement, in close coordination with Finance, ALM, Back Office, Compliance, IT development teams, and auditors.
Key Responsibilities
- Ensure the smooth daily operation (“run”) of critical banking systems and guarantee service continuity.
- Monitor operational workflows to ensure compliance with internal policies and regulatory requirements.
- Own and manage the support queue: prioritize, resolve Level 1 and Level 2 incidents, and escalate to technical teams when required.
- Act as the main point of contact between business users and IT for production-related matters.
- Supervise and coordinate production releases, ensuring minimal operational impact.
- Administer and maintain core banking applications (T24, Bobatools, GTExchange, GTFrame, GTMatch, Hypersuite).
- Track operational KPIs (incident volume, resolution time, backlog, SLA adherence) and report regularly to stakeholders.
- Identify recurring issues and implement corrective actions to reduce operational risk.
- Drive automation initiatives to streamline repetitive tasks and improve efficiency.
- Ensure audit readiness and provide documentation/evidence during internal and external audits.
- Lead and support the team in handling operational workload, ensuring prioritization and delivery under tight deadlines.
Qualifications
- 3+ years of experience in banking operations or application support within a production environment.
- Proven experience managing or coordinating a team in a run/production context.
- Strong understanding of banking processes and regulatory constraints.
- Hands-on, pragmatic, and solution-driven approach.
- Ability to operate under pressure in a time-sensitive environment.
- Structured, autonomous, and accountable.
Additional Information
SQ2