Applications Support Manager (Banking)

Bank of Jordan

Key Responsibilities:

• Lead and manage the applications support team, ensuring adherence to SLAs, KPIs, and regulatory requirements.
• Oversee application deployment, configuration, and release management across environments.
• Provide and supervise L2 support, ensuring timely troubleshooting, root cause analysis, and escalation when needed.
• Manage batch processing and ensure successful execution of end-of-day (EOD) and critical banking cycles.
• Oversee containerized environments (e.g., Docker/Kubernetes), ensuring stability, scalability, and performance.
• Act as the main point of contact for business stakeholders on incidents, service requests, and system issues.
• Coordinate with in-house development teams and vendors for issue resolution, enhancements, and releases.
• Drive incident, problem, and change management aligned with ITIL practices.
• Ensure proper documentation, monitoring, and continuous improvement of support processes.

• Bachelor s degree in Computer Science, IT, or related field.
• 10+ years of experience in application support, with proven team leadership experience.

• Strong background in banking systems (e.g., core banking, payments, digital channels).
• Hands-on experience in:
• Application deployment and environment management
• L2/L3 support operations

• Batch/job scheduling systems
• Container platforms (Docker, Kubernetes)
• Experience working within regulated environments with high availability requirements.