Head – Production Support (Core Banking & Digital Channels)

Role Summary:

Head of Production Support

Key Responsibilities:

• Lead and manage the

  production support team

  (L1 & L2) for Core Banking, Digital Banking (mobile & web apps), and Payment Systems.
• Ensure

  24x7 availability and smooth functioning of core banking and digital channels

  , maintaining SLAs and minimizing downtime.
• Provide technical and functional expertise in core banking operations and TASA banking application.
• Establish effective monitoring, escalation, and incident management processes for all production environments.
• Drive root cause analysis (RCA) and implement long-term solutions to recurring issues.
• Collaborate with application, infrastructure, and business teams to align production support processes with business needs.
• Develop and maintain operational dashboards, performance metrics, and regular reporting to senior management.
• Train, mentor, and develop support teams across locations to build technical capability and operational excellence.
• Ensure compliance with IT security policies, data privacy regulations, and audit requirements in production environments.

Required Skills & Competencies:

• Strong functional and technical expertise in

  core banking systems and processes

  , including TASA banking application.
• In-depth understanding of

  digital banking platforms, mobile apps, internet banking, and payment systems.

• Proven experience managing

  production support in 24/7 mission-critical banking environments.

• Hands-on knowledge of

  incident, change, and problem management (ITIL framework preferred).

• Excellent leadership, communication, and stakeholder management skills.
• Ability to manage distributed teams, vendors, and cross-functional coordination.

Qualifications & Experience:

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• 18+ years of experience in IT within the BFSI domain, with at least 5+ years in a leadership role managing production support for Core Banking and Digital Channels.
• Certification in ITIL or similar frameworks is a plus.