Senior IT Support/Operations Manager - Ticketing System (10-18 yrs)

ASP net with 14 + years experience (male

Job Title : IT Support and Operations Manager

Job Summary :

We are seeking an experienced Senior IT Support and Operations Manager to oversee IT software and user support, training and development for end users and internal team members, and manage the Testing and QA team. This role is pivotal in ensuring the smooth operation of our financial institution's IT systems and providing exceptional support and training to our users and teams. The candidate will work closely with the development, infrastructure, and security teams, although these areas are managed by other managers.

Key Responsibilities :

IT Software and User Support :

- Oversee the IT support team to ensure efficient and effective support for all software applications used within the organization.

- Ensure timely resolution of user issues and maintain high levels of user satisfaction.

- Develop and implement procedures for software troubleshooting and support.

Training and Development :

- Design and implement training programs for end users to maximize their proficiency with software applications.

- Develop and conduct training sessions for internal teams (development, QA, etc.) to enhance their skills and knowledge.

- Create and update user manuals, training materials, and documentation.

Testing and QA Management :

- Lead the Testing and QA team, ensuring rigorous testing of all software applications before deployment.

- Develop and implement testing strategies, standards, and processes to ensure high-quality software releases.

- Manage the day-to-day operations of the QA team, including task assignment, performance monitoring, and process improvement.

Operations Management :

- Oversee the daily operations of the IT support and QA teams, ensuring alignment with organizational goals and objectives.

- Monitor team performance, provide feedback, and implement improvement plans as necessary.

- Coordinate with other IT managers (development, infrastructure, security) to ensure seamless integration and support across all IT functions.

Process Improvement :

- Continuously evaluate and improve IT support processes to enhance efficiency and effectiveness.

- Implement best practices and standards for IT support, training, and QA.

- Lead initiatives to automate and streamline support and testing processes.

Stakeholder Management :

- Serve as the primary point of contact for IT support and QA-related issues.

- Collaborate with various departments to understand their IT support needs and ensure these are met.

- Communicate effectively with senior management, providing regular updates on IT support and QA activities.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Minimum of 10-15 years of experience in IT support, operations management, and QA, with at least 3-5 years in a managerial role.

- Strong knowledge of software development lifecycle, testing methodologies, and IT support processes.

- Proven experience in designing and implementing training programs for end users and internal teams.

- Excellent leadership, communication, and interpersonal skills.

- Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.

- Certifications such as ITIL, PMP, or relevant QA certifications are a plus.

Skills and Abilities :

- Proficient in using IT support and management tools (e.g., ticketing systems, monitoring tools).

- Familiarity with financial industry regulations and compliance requirements.

- Ability to work collaboratively with cross-functional teams and manage stakeholder expectations.

- Strong analytical and decision-making skills.

- Commitment to continuous improvement and professional development.