Unit Head – Operations & Tools Support (AVP / VP) - TJ / 1913667

Our client, National Bank of Pakistan, a leading financial institution committed to supporting the nation’s financial well-being and fostering sustainable growth, is seeking a Unit Head – Operations & Tools Support (AVP / VP) based in Karachi. This role is integral to the Bank’s digital banking strategy, focusing on managing and optimizing Business Intelligence (BI) and analytics platforms to ensure operational excellence and high availability. The successful candidate will lead a technical support team, oversee platform administration, and collaborate with various stakeholders to enhance the Bank’s BI ecosystem.

Key Responsibilities:
- Implement and execute the operations strategy for the BI & Analytics tools portfolio, ensuring reliability and user satisfaction.
- Oversee BI platform administration (e.g., Power BI, Tableau) to maintain high availability, performance, and optimization of data and BI platforms.
- Establish operational procedures and Service Level Agreements (SLAs) for the analytics ecosystem to ensure smooth and efficient tool support.
- Lead and manage the technical support team, providing L2/L3 support and resolving tool-related issues promptly.
- Implement proactive monitoring frameworks to identify and resolve platform issues before they impact users.
- Manage user access, security, and license coordination in collaboration with IT security teams to ensure controlled and safe access.
- Collaborate with Data Engineering and business teams to ensure smooth operations and meet user needs effectively.
- Establish incident, problem, and change management processes, and report on service performance and SLA compliance.
- Conduct user training and onboarding to improve adoption and promote self-service capabilities for BI and analytics tools.
- Perform any other assignments as directed by supervisors.

Required Qualifications:
- Minimum graduation in Computer Science, Information Technology, Software Engineering, Computer Information Systems, Engineering, or an equivalent degree from a university or institute recognized by the Higher Education Commission (HEC) of Pakistan.
- At least 6 years of relevant experience in Banking, Telecom, Software House, Fintech, or Financial Institutions. This must include a minimum of 3 years in IT Operations, Application Support (preferably managing 24x7 or L2/L3 support teams), or Platform Management, ideally within BI/Analytics environments.
- Strong operational management skills with proven expertise in incident resolution for critical business systems.
- Experience in platform administration, performance monitoring, and user access management for BI/analytics tools.
- Solid understanding and hands-on experience with ITIL-based service delivery, SLA management, and IT Service Management (ITSM) principles.
- Proficiency with ITSM tools such as ServiceNow or similar for incident, problem, and change management.
- Competency in SQL and scripting for troubleshooting and root-cause analysis of BI and analytics platform issues.
- Experience in software license management and vendor coordination for BI and analytics tools.

Preferred Qualifications and Benefits:
- A Master’s degree in Computer Science, Software Engineering, Information Technology, or related fields will be preferred.
- Candidates with experience managing enterprise-level BI and analytics tools like Power BI, Tableau, or Qlik, ensuring high platform availability, will be given preference.
- The position is offered on a contractual basis for three years, with the possibility of renewal at management’s discretion. Compensation and benefits will align with the Bank’s policies.
- National Bank of Pakistan is an equal opportunity employer, welcoming applications from all qualified candidates regardless of gender, religion, or disability.

The position is based in Karachi. Only shortlisted candidates who meet the eligibility criteria will be invited for panel interviews. Applications must be submitted within 10 working days from the date of the job posting. Late applications will not be considered, and no travel allowances will be provided for interviews.