გლობალური აპლიკაციების მომსახურების მენეჯერი
2xP PRIORITY FINCA Impact Finance
თარიღები: 16 მაი - 14 ივნ
მდებარეობა: თბილისი
დასაქმების ფორმა: სრული განაკვეთი
მივლინება: არა
განათლება: ბაკალავრი
ენები: ინგლისური,  რუსული,  ესპანური
ბუღალტერია/ფინანსები:  ფინანსები(ზოგადი) ინფორმაციული ტექნოლოგიები:  IT სპეციალისტი
FINCA Impact Finance is pleased to announce a vacancy for the position of Global Application Services Manager

Job Description
A CAREER ADVANCING FINANCIAL INCLUSION:

ABOUT FINCA IMPACT FINANCE
FINCA Impact Finance believes all people should have the opportunity to leverage their wisdom, talent and effort to determine their own destiny. Our worldwide network of full-service banks and microfinance institutions are grounded in the conviction that inclusive finance is critical to bringing people out of poverty. FINCA sets standards for the microfinance industry, constantly innovating and developing new products and services that help our customers achieve their dreams. Millions of entrepreneurs rely on FINCA's commitment to customer protection and an unmatched customer experience to build a better future for themselves, their families, and their communities.

FINCA Impact Finance's global network of microfinance institutions and banks provides responsible financial services and enables low-income entrepreneurs and small business owners to invest in their future. With 40 years of experience and a mostly local staff of nearly 5,000, FINCA delivers a double bottom line of social impact and profitability. We hire people from a wide variety of backgrounds at all career stages to fully connect with our customers and strengthen the institution. FINCA expects employees to personify our values of transparency, active listening, accountability, and respect. Successful candidates will embrace our brand attributes of warmth, trust, and responsible banking, and possess a commitment to collaboration, service, and inclusivity.

The Global Application Services team is a unit within Global IT for FINCA Impact Finance, responsible for technological support to the network of subsidiary entities, providing technology support services to standard and centralized Business Applications - so-called 'Global Business Application Stack'.

Supported 'Global Business Application Stack' includes Commercial-Off-The-Shelf (COTS) and in-house developed software applications used by entities of the FIF network, including Core Banking, ERP, Risk and Compliance, Enterprise collaboration management solutions.

The Global Application Services Manager is responsible for overseeing support operations for Global Business Application Stack. This includes managing a team of application support specialists and the service desk team focused on application support. The role also includes operational ownership of the corporate collaboration platform based on Microsoft 365, ensuring it supports secure, efficient, and consistent collaboration across the organization.

The Global Application Services Manager has a dual role, managing the team that delivers the application support services, and leading strategic process improvement for the delivery of services.

This role acts as a mentor and supervises the application support team ensuring smooth operations, that SLAs are being fulfilled and support-desk clients are receiving the support they need and services delivered, and systems are stable and running to support the operations.

ESSENTIAL DUTIES
Software Application Support Management
  • Lead and manage support services for globally supported critical software applications, including both Commercial-Off-The -Shelf and internally developed solutions; Oversee requests, incidents, changes and problems.
  • Supervise and coordinate the work of technology specialists assigned to each supported application.
  • Ensure all incidents, service requests, and application changes are handled according to service level agreements (SLAs) and quality expectations.
  • Act as an escalation point for all requests and incidents and develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization.
  • Oversee change management of supported software solutions, including change scheduling, coordinating and the management of releases across the network for multiple applications across various portfolios. The releases can be inclusive of application fixes, updates and security improvements.
  • Drive continuous improvement in application reliability, usability, and supportability.
  • Supervise, train, coach and mentor the Application support team and coordinate the working schedule of team members and ensure backup support based on actual need and in compliance with Company and local regulations.
Service Desk Oversight (Application-Focused)
  • Oversee service desk operations specifically related to application support, ensuring first-line response, ticket escalation, and knowledge management are executed effectively.
  • Develop and maintain processes for issue triage, root cause analysis, and communication with end users and stakeholders.
  • Monitor and report service delivery KPI's and trends to on a regular and ad-hoc basis. Work to make Service Desk the single source of truth and service delivery channel.
Microsoft 365 Collaboration Platform Support
  • Own the support and service delivery of the corporate Microsoft 365 environment, including SharePoint, Teams, PowerApps and related services.
  • Work closely with security, infrastructure, and compliance teams to ensure the platform meets governance and operational standards.
  • Enable end-user productivity through support, training, and enhancement of collaboration tools and features.
  • Oversee configuration and integration of Microsoft 365 services with other business systems.
  • Track adoption and usage metrics, resolve technical and usage-related issues, and provide input into platform optimization and roadmap planning.
Stakeholder Engagement & Service Improvement
  • Collaborate with business leaders and application owners to align support priorities with business objectives.
  • Maintain accurate documentation, knowledge bases, and service catalogs for supported applications.
  • Participate in planning for upgrades, integrations, and transitions of applications into support.
Vendor and Contract Management
  • Manage relationships with third-party vendors providing support or hosting for COTS applications.
  • Coordinate license renewals, support contracts, and service escalations as needed.

Job Requirements

QUALIFICATIONS
  • Bachelor's degree in computer science, Information Systems or related field
  • ITIL or ISO/IEC 20000 Certification will be considered a plus.

EXPERIENCE
  • Minimum 3 years of experience directly supporting enterprise applications in a medium-sized environment (preferably Banking or Financial Services Institution).
  • Experience interfacing with complex enterprise applications, such as: Core Banking, ERP, CRM, HRIS and/or Risk Management software.
  • Experience supporting enterprise collaboration platforms in hybrid or cloud environments.
  • Understanding information security, compliance, and user adoption in the context of Microsoft 365.

KNOWLEDGE AND SKILLS
  • In-depth knowledge of existing standards and best practices related to software support services.
  • Expert knowledge of software support standards and processes.
  • Ability to communicate highly complex technical information clearly and articulately for wide variety of audiences
  • Ability to work well in a demanding and fast-paced environment
  • An understanding of business process and information technology terminology.
  • Ability to write reports, business correspondence and procedure manuals.
  • Ability to reach out across the organization and communicate with people at different levels, with diverse needs and agendas; related capabilities include facilitation and teaming skills.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Ability to train, mentor and provide ongoing support of architecture best practices to all IT stakeholders.

LANGUAGE SKILLS
  • Fluency in English required.
  • Knowledge of Russian and Spanish will be considered a plus.

COMPUTER SKILLS
  • Microsoft Windows, Microsoft office products: Word, Excel, Visio. Ability to use MS productivity tools.

TRAVEL REQUIREMENTS
  • Availability to travel up to 15% of the time.

Please apply to this job online using following link: https://shorturl.at/pXY64