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**Position Title:** Head of IT and Application Support
**Key Responsibilities:**
* Build and manage IT Help Desk (L1) and Application Support (L2) teams.
* Develop team structure, shift schedules, performance KPIs, and training plans.
* Ensure 24/7 operational readiness of digital banking services.
* Manage incident lifecycle: logging, triage, investigation, escalation, resolution, and RCA.
* Implement ITIL processes: Incident, Problem, Change, Service Request and Knowledge Management.
* Oversee support of core banking systems, mobile app, digital onboarding, AML systems, card processing, payments, API integrations, and other business-critical applications.
* Operate monitoring systems and dashboards (APM, infrastructure, logs, alerting).
* Administer and optimize service desk tools (e.g., Jira Service Desk).
* Collaborate with Engineering, DevOps, Product, Compliance, and InfoSec teams on change planning and release coordination.
* Manage communication and SLAs with third-party vendors and technology partners.
* Maintain accurate documentation, SOPs, knowledge base, access roles, and configuration records.
* Ensure support operations comply with NBG regulations, internal policies, and ISO 27001 standards.
* Prepare regular reports on SLA performance, incident metrics, service quality, and team productivity.
**Requirements:**
**Education & Experience:**
* Bachelor’s degree in IT, Computer Science, Engineering, or related field.
* Minimum 5 years of experience in technical support, service desk, or application support roles.
* Minimum 2 years of team leadership or management experience.
* ITIL certification is a strong advantage.
**Qualifications:**
* Experience in banking, fintech, payments, or other regulated environments.
* Strong understanding of digital banking systems, core banking, APIs, and cloud infrastructure.
* Practical experience with monitoring tools (Grafana, Kibana, Datadog, etc.).
* Solid understanding of networks, security concepts, ticketing systems, and mobile app support.
* Knowledge of SQL databases.
**Key Skills:**
* Strong leadership and people management abilities.
* Excellent communication and stakeholder relationship skills.
* High sense of ownership, responsibility, and attention to detail.
* Analytical mindset and problem-solving approach.