The IT Service Desk Lead is responsible for overseeing the daily operations of the IT service desk, ensuring timely and effective resolution of technical issues across the organization. This role combines hands-on technical support with team leadership, process improvement, and service-level management. The ideal candidate will drive high-quality customer service, mentor junior staff, and maintain operational excellence in a fast-paced environment.
Job Description
Manage the day-to-day operations of the IT service desk, including ticket triage, assignment, escalation, and resolution
Ensure all incidents and service requests are logged, tracked, and resolved within established SLAs
Monitor service desk performance metrics (first-response time, resolution time, customer satisfaction) and drive continuous improvement
Maintain and update the knowledge base with troubleshooting guides, FAQs, and known issues
Supervise, mentor, and coach a team of 3–8 Service Desk Analysts and Technicians
Oversee shift scheduling and workload balancing to ensure adequate coverage during business hours and on-call rotations
Foster a positive, customer-first team culture focused on collaboration and professional growth
Serve as the highest escalation point for complex technical issues
Participate in root cause analysis for recurring issues and recommend permanent solutions
Develop, document, and enforce service desk policies, procedures, and best
Identify automation opportunities to improve efficiency and reduce manual effort
Collaborate with infrastructure, security, and application teams to improve end-user technology experiences
Other duties assigned by Supervisor or HOD.
Job Requirements
5+ years of experience in IT support, with at least 2 years in a leadership or supervisory role
Bachelor’s degree in Information Technology, Computer Science, or a related field.
Strong knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, and Entra ID (Azure AD)
Experience with service desk platforms (e.g., iTop, Jira Service Management, Zendesk, Freshservice)
Familiarity with remote support tools (Anydesk, Teamviewer and etc.,)
Proactive, Responsive, willingness to work overtime including weekends
Honestly, Efficiency, Achieve, Teamwork
Conduct knowledge transfer, mentoring and identify the successor.
Allowance & Benefits
Sat and Sun Off
Ferry Provide
Annual Bonus
Promotion Opportunities
Job Description
• Monitor and execute daily End-of-Day (EOD), Start-of-Day (SOD), and Close-of-Business (COB) batch activities for T24. • Identify and escalate batch failures, delays, or exceptions to senior CBS technical/functional teams. • Perform basic troubleshooting of COB issues by reviewing logs, exceptions, and incomplete job sequences. • Support COB-related testing activities during the T24 Upgrade, including validation of batch sequences and test case execution. • Maintain COB checklists, daily logs, exception lists, and compliance documents. • Assist in validating transaction completion, pending authorizations, and interface status before EOD. • Provide first-level support during extended COB windows, weekends, or planned upgrade activities.
Job Requirements
• Bachelor’s degree in Information Technology, Computer Science, or related field. • 1–2 years of experience in Core Banking operations or application support or Fresh Graduate can apply. • Basic understanding of banking operations, daily batch processing, and EOD/COB concepts. • Familiarity with batch monitoring, routine validation, and log checking. • Good analytical and troubleshooting abilities with attention to detail. • Ability to work in shifts, including nights, weekends, and critical business days. • Basic working knowledge of Linux environments and log analysis. • Strong coordination, communication, and documentation skills.
Allowance & Benefits
Sat and Sun Off
Ferry Provide
Annual Bonus
Promotion Opportunities
Job Description
Ensure parameter alignment for Product Configuration, Charges, Limits, Interest, Exchange Rates, and GL mappings.
Coordinate and prepare UAT Test Scenarios, Test Conditions, Expected Results, and test data across all modules.
Validate EOD/COB GL movement, ensuring accuracy during mock-upgrade, SIT, and UAT cycles.
Support new product setup, regulatory changes (CBM), and internal enhancement requests.
Maintain functional documentation, user guides, SOPs, and parameter catalogs.
Ensure Timely resolution of incidents as per SLA.
Maintain data integrity, regulatory compliance and audit readiness across all modules.
Act as the functional bridge between Business Users, Technical Teams to ensuring accurate implementation.
Job Requirements
• Bachelor’s degree in information technology, Computer Science, Business Information Systems, or related discipline. • 3–5 years of functional experience in a Core Banking System (Temenos T24/Transact preferred) environment. • Strong understanding of banking products, workflows, and operational processes across Retail and Corporate Banking. • Working knowledge of key T24 modules such as Customer, AA, FT, AC, MM, LC, MD. • Experience in parameter management, product setup, COB/EOD operations, reconciliations, and report validation. • Proven analytical, troubleshooting, and coordination abilities. • Excellent communication, documentation, and stakeholder management skills.
Allowance & Benefits
Sat and Sun Off
Ferry Provide
Annual Bonus
Promotion Opportunities
Key Responsibilities:
Design, configure, and deploy LAN, WAN, and wireless networks across branches and data centers, ensuring scalability and resilience.
Support secure network solutions, including firewalls, VPNs, and access controls, in compliance with ISO 27001, PCI-DSS, and local banking regulations.
Monitor network traffic, respond to security incidents, and mitigate potential threats.
Provide Level 2/3 support, perform root cause analysis, and resolve complex network issues.
Ensure high availability of critical banking services through effective failover and disaster recovery mechanisms.
Continuously monitor and optimize network performance using tools such as SolarWinds, PRTG, and Wireshark.
Collaborate with internal teams, vendors, auditors, and provide technical guidance to junior engineers.
Other duties assigned by Supervisor or HOD.
Job Requirements:
Bachelor’s degree in Computer Science, Information Technology, or related field.
Minimum 2-3 years of experience as a network engineer.
Knowledge of Cisco, Juniper, Fortinet, Palo Alto, and other enterprise networking technologies.
Hands-on experience with routing protocols (BGP, OSPF), MPLS, SD-WAN, VLAN, and QoS.
Strong understanding of network security, including firewalls, IDS/IPS, and zero-trust principles.
Certifications such as CCNP, CCIE, or equivalent is highly desirable.
Experience with core banking systems and secure connectivity to payment gateways and ATM networks.
Familiarity with virtualization technologies and cloud networking (AWS, Azure).
