HEAD CARDS AND CONSUMER LOANS SYSTEMS DEPARTMENT

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Position Title: Head, Cards and Personal Loans Systems Department

Job Summary:

Works under the general direction & supervision of the Division Head.

Manages the department’s personnel focusing on the support and maintenance of application in Production that have been transitioned from other IT Delivery units; from time to time, develop key initiatives to enhance application stability, or customer experience or improve business unit’s operational efficiency.

Initiates and fosters effective liaisons with other ITG departments and divisions.

Specific Duties & Responsibilities:

• Monitors the closure of application incidents needing second-level support within established service level requirement and operational requests in coordination with the vendor, where applicable.
• Reviews and monitors problem resolution.
• Initiates maintenance of assigned application systems, where needed.
• From time to time, identifies key initiatives to enhance application stability or customer experience or improve business unit’s operational efficiency
• Ensures that periodic analysis of recurring requests is done and reviews the recommendation for service catalog of recurring requests, if any. Reviews technical input, automation or procedures for the proposed service catalogue item for handled application.
• Manages requested service transition of application from other IT Delivery units.  Monitors the completion of the transition done by other IT Delivery units.
• Reviews work output of the personnel assigned.
• Oversees completion and reviews the application section of the Technical Recovery Procedure of the supported application
• Monitors financial activities to ensure team compliance to budget parameters.
• Handles personnel management including recruitment, selection, supervision, disciplinary actions and performance appraisals. Prioritizes department workload in order to meet the division’s deliverables. Plan and monitor the development and training of staff to ensure adequate and current skill sets.
• Performs other related functions that may be assigned from time to time.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or any related field
• Master’s degree (optional but preferred for leadership roles)
• At least 5–8 years of experience in IT application support, systems operations, or service delivery
• At least 2–3 years in a supervisory or managerial role
• Proven experience in:
  • Incident and problem management (ITIL environment preferred)
  • Application maintenance and production support
  • Vendor and stakeholder management
  • Service transition or project handover

Other Details:

Rank: Junior Officer/Senior Officer

Unit: Enterprise Services Sector / Information Technology Group / Service Management Division

Location: Metrobank Center, Taguig