Head of IT Operations

With more than 20 years of proven experience, QUALCO is a leading Fintech solutions provider, offering a wide range of analytics-driven, highly scalable enterprise software solutions in over 35 countries worldwide. Our end-to-end technology solutions cover a wide range of needs for Banking, Financial Services, Utilities, Insurance, Retail organizations, and beyond. At QUALCO, we empower the financial world with innovative technology. As Head of IT Operations you will be part of a team of highly qualified professionals and get involved in IT operations and projects lifecycle for enterprise-class solutions.

You will be responsible for effectively supervising and managing L1 and L2 Operations teams to plan, organize and prioritize incoming IT issues and projects based on urgency and impact in consultation with stakeholders. You will have shared responsibility of change management and ensure the achievement of SLA and KPIs for internal and customer IT service contracts and projects.

This role requires both a technical and managerial background, knowledge of ITIL and its implementation in an IT context, critical and creative thinking, balancing conflicting demands and achieving annual results in Customer Satisfaction, EEI, Service Delivery and SLAs, Service Quality and Efficiency, Service availability. The role will report to the ITS Director.

Responsibilities Planning, organizing, prioritizing, coordinating, and supervising IT operations and support in 1st and 2nd level teams Lead, Supervision / Coaching IT Operations teams on day-to-day tasks; Focus on continuous improvement, Developing and implementing IT policies, procedures, value-led processes and best practices; Monitor overall service performance, ensuring customer commitments and requirements are achieved within agreed SLAs; Annual Plan and monitor the ITS operations team's capacity to meet business demand; Manage relationships with key IT vendors and external support providers as necessary for operational issues; Take ownership of IT SM, IT vendor management and Procurement support, Asset Management and Monitoring Platforms; Oversee the operational maintenance and monitoring of internal and customers IT infrastructures including networks, servers, applications, and databases; Achieve L1/L2 support SLA and KPIs for internal and customer IT service contracts; Oversee the operational maintenance and monitoring of internal and customers IT infrastructures including networks, servers, applications, and databases; Ensure IT operations compliance with regulations and policies; Actively ensuring compliance with the Group's Anti-Bribery and Corruption Policy and all applicable regulations, identifying and reporting potential risks related to bribery and corruption, and promoting ethical behavior by participating in and encouraging continuous training and awareness initiatives; Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

Requirements BSc degree in Computer Science, Information Technology or relevant; Minimum of 5 years on a similar position; Sound knowledge and understanding of IT infrastructure, systems, and networks; Experience in IT service management, cloud computing, cybersecurity; Problem-solving on variable/differing problems that may need qualitative and quantitative analysis, Root Cause analysis and resolution; Prioritization and decision-making skills; Project Management, Workload sizing and planning on IT projects and IT daily operations; Client oriented with client facing experience; The ability to work under pressure and with cross-functional teams; Excellent written and verbal communication skills in English.

 BenefitsYour Life @ QualcoAs a #Qmember, you will live out every day in a truly human-centred culture, based on mutual respect, trust, and cooperation. Your performance and commitment to our shared goals will be recognised, and there will be great opportunities to ensure your career growth. Find out more about 👉🏼 qualco. group/life_at_qualco_groupYour benefitsJoin the #Qteam and enjoy:

💸 Competitive compensation, ticket restaurant card, and annual bonus programs💻 Cutting-edge IT equipment, mobile, and data plan🏢 Modern facilities, free coffee and beverages, and indoor parking👨‍⚕ Private health insurance, onsite occupational doctor, and workplace counselor🏝️ Flexible working model, hybrid/remote benefits & home equipment benefits🤸‍♂️ Onsite gym, wellness facilities, and ping pong room💡 Career and talent development tools🎓 Mentoring, coaching, personalized annual learning and development plan🌱 Employee referral bonus, regular wellbeing, ESG, and volunteering activitiesAt QUALCO, we value diversity and inclusivity. Your race, gender identity and expression, age ethnicity or disability make no difference in Qualco.

We want to attract, develop, promote, and retain the best people based only on their ability and behavior. Application Note: All CVs and application materials should be submitted in English to be considered for this position. Disclaimer: Qualco collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties.

For more details on the processing of your personal data during the Recruitment procedure, please be informed in the Recruitment Notice, before the submission of your application.