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

About the role

The National Bank of Pakistan is seeking a senior professional to lead the Operations & Tools Support unit for its Business Intelligence and Analytics portfolio. Reporting to the Wing Head BI Operations, the role will ensure platform reliability, high availability, and user satisfaction across the bank’s BI tools.

Key responsibilities

• Implement and execute the operations strategy for the BI & Analytics tools portfolio.
• Oversee administration of BI platforms such as Power BI, Tableau and Qlik, ensuring performance and optimization.
• Establish operational procedures, SLAs and proactive monitoring frameworks for the analytics ecosystem.
• Lead a technical support team providing L2/L3 support, incident, problem and change management.
• Manage user access, security, licensing and coordinate with IT security and vendors.
• Collaborate with Data Engineering and business teams to meet user needs and drive adoption.

Required profile

• Minimum graduation in Computer Science, IT, Software Engineering or related field; Masters preferred.
• At least 6 years of experience in Banking, Telecom, Software or FinTech, including 3 years in IT Operations or Application Support.
• Proven experience managing enterprise‑level BI tools and 24x7 support teams.
• Strong understanding of ITIL/ITSM principles and experience with ITSM tools such as ServiceNow.

Required skills

• Power BI
• Tableau
• Qlik
• ServiceNow (or similar ITSM tool)
• SQL
• Scripting for troubleshooting and root‑cause analysis