- Company Name
- ANKH Executive
- Job Title
- Senior Technical Support Manager - Core Banking
- Job Description
-
**Job Title**
Senior Technical Support Manager – Core Banking
**Role Summary**
Lead the global technical support organization for a cloud‑enabled core and digital banking platform. Drive operational transformation to a SaaS‑first, always‑on support model, ensuring platform resilience, incident resolution excellence, and executive stakeholder confidence.
**Expatations**
- 10+ years of senior technical support leadership, preferably in banking/fintech.
- Experience managing distributed teams (30+ staff) across multiple time zones.
- Proven track record of operational transformation in regulated, complex environments.
- Deep knowledge of on‑premise and SaaS/cloud support operating models, incident management, and escalation governance.
- Strong communication with executive stakeholders and cross‑functional teams (Product, Engineering, Services).
- Willingness to travel and operate across time zones.
**Key Responsibilities**
- Own global incident, problem, and escalation management for enterprise banking customers.
- Transition and align support operations to a cloud‑first, SaaS‑aligned model, including tooling, processes, and engagement frameworks.
- Serve as senior escalation authority and executive‑level communicator during critical platform events.
- Ensure operational governance covering SLAs, regulatory compliance, security, and data‑privacy.
- Build, scale, and lead a high‑performing global support organization, expanding hubs (e.g., Lisbon) as needed.
- Oversee implementation‑to‑support transitions, ensuring Day‑2 readiness and knowledge continuity.
- Collaborate with Product, Engineering, IT, and Services to improve root‑cause resolution and platform stability.
- Introduce automation, AI, and proactive monitoring to reduce incident volume and resolution time.
- Continuously improve global support standards, metrics, and customer experience.
- Represent support in senior leadership forums, influencing roadmap and investment decisions.
**Required Skills**
- Leadership of global, distributed teams in regulated, enterprise banking environments.
- Incident management, problem resolution, and executive escalation expertise.
- Strong stakeholder management across Product, Engineering, Commercial, and Services.
- Operational governance and compliance (SLAs, regulatory, security, data‑privacy).
- Knowledge of banking platforms (e.g., Temenos, Mambu, Backbase, nCino, SAP Fioneer, Finastra, Oracle Banking).
- Experience with automation, AI, and proactive monitoring tools.
- Excellent communication, decision‑making under pressure, and cross‑functional collaboration.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, Finance, or related field.
- Any relevant industry certifications (e.g., ITIL, ISO 20000, CompTIA Security+).