Head of IT Support

Hashbank is a digital bank committed to delivering a modern, customer-oriented and innovative product that redefines how people perceive the banking industry. We are seeking motivated individuals who are ready to take on new challenges and join our growing team.

Position Title: Head of IT Support

Key Responsibilities:

** Build and manage IT Help Desk (L1) and Application Support (L2) teams;
** Develop team structure, shift schedules, performance KPIs, and training plans;
** Ensure 24/7 operational readiness of digital banking services;
** Manage incident lifecycle: logging, triage, investigation, escalation, resolution, and RCA;
** Implement ITIL processes: Incident, Problem, Change, Service Request and Knowledge Management;
** Oversee support of core banking systems, mobile app, digital onboarding, AML systems, card processing, payments, API integrations, and other business-critical applications;
** Operate monitoring systems and dashboards (APM, infrastructure, logs, alerting);
** Administer and optimize service desk tools (e.g., Jira Service Desk);
** Collaborate with Engineering, DevOps, Product, Compliance, and InfoSec teams on change planning and release coordination;
** Manage communication and SLAs with third-party vendors and technology partners;
** Maintain accurate documentation, SOPs, knowledge base, access roles, and configuration records;
** Ensure support operations comply with NBG regulations, internal policies, and ISO 27001 standards;
** Prepare regular reports on SLA performance, incident metrics, service quality, and team productivity.

Requirements:

Education & Experience:

** Bachelor`s degree in IT, Computer Science, Engineering, or related field;
** Minimum 5 years of experience in technical support, service desk, or application support roles;
** Minimum 2 years of team leadership or management experience;
** ITIL certification is a strong advantage.

Qualifications:

** Experience in banking, fintech, payments, or other regulated environments;
** Strong understanding of digital banking systems, core banking, APIs, and cloud infrastructure;
** Practical experience with monitoring tools (Grafana, Kibana, Datadog, etc.);
** Solid understanding of networks, security concepts, ticketing systems, and mobile app support;
** Knowledge SQL databases.

Key Skills:

** Strong leadership and people management abilities;
** Excellent communication and stakeholder relationship skills;
** High sense of ownership, responsibility, and attention to detail;
** Analytical mindset and problem-solving approach.

How to Apply

If you are interested, please send your CV/resume to career@hashbank.ge

Application deadline: December 31, 2025.

Additional Information:

Wehereby informyouthat JSC `HashBank` processespersonal data of candidates toassess their suitability for current vacancies, in compliance with the requirements outlined in the Law of Georgia on Personal Data Protection. Candidate information may also be processed to assess suitability for future vacancies, with data retention not exceeding 3 years. Processingof special categories of data provided by candidates is contingent upon the nature of their employment obligations and relationship, including final employment decisions. Should you wish to exercise your rights regarding data processing, such as rectification, erasure, or objection, please contact us via email at career@hashbank.ge.

JSC `Hash Bank` conducts candidate selection processes in accordance with anti-discrimination laws, labor regulations, and principles of equal treatment, ensuring non-discriminationon any grounds. If you suspect any form of discrimination, we encourage you to report it to us.