Oversee the support and smooth operation of business-critical banking applications, including internal systems, customer-facing platforms, and third-party SaaS solutions.

Investigate, troubleshoot, and coordinate the resolution of application incidents, defects, and production issues, working closely with development, infrastructure, vendors, and L2/L3 support teams.

Design, maintain, and continuously improve IT Service Management (ITSM) processes, service catalogues, SLAs, and ServiceNow workflows.

Ensure high service availability, reliability, and compliance by managing incident, problem, change, request, and service continuity processes.

Lead, mentor, and manage L0, L1, and L2 support teams while monitoring KPIs, SLAs, and driving continuous service improvement.

Act as the primary liaison between business users, regional/global stakeholders, ...