Senior Lead Engineer (IT Support)

Senior Lead Engineer (IT Support) – Commercial Bank of Ceylon PLC

Job Overview

Commercial Bank of Ceylon PLC is seeking a Senior Lead Engineer – IT Support to strengthen its IT support operations and contribute to service excellence, technology modernization and end-user satisfaction.

Job Title: Senior Lead Engineer – IT Support
Company: Commercial Bank of Ceylon PLC
Job Location: Colombo 01, Sri Lanka
Employment Type: Full-time

Position Details

• Lead and improve enterprise IT support operations.
• Align IT support services and Service Level Agreements (SLAs) with organizational objectives.
• Identify automation opportunities and improve IT Service Management (ITSM) workflows.
• Evaluate new support technologies and plan upgrades or replacements for obsolete systems and hardware.
• Lead technical support teams and drive service quality improvements.

Company Overview

Commercial Bank of Ceylon PLC is a leading commercial bank in Sri Lanka providing a broad range of banking and financial services. The organization focuses on technology-enabled banking operations and enterprise IT service delivery.

Qualifications & Experience

• Bachelor’s Degree in:
  • Information Technology
  • Computer Science
  • Computer Engineering
  • A related discipline
• ITIL v3 or v4 Foundation Certification.
• Microsoft Certified: Enterprise Administrator or Endpoint Administrator certification, or equivalent industry certifications such as:
  • CompTIA Network+
  • CompTIA Security+
• Minimum 5–7 years of hands-on technical support experience in an enterprise environment.
• At least 2–3 years of experience in a supervisory, team lead or Assistant Manager capacity.
• Extensive hands-on experience with cloud identity platforms such as Azure AD/Entra ID.
• Experience with Microsoft 365 and endpoint management tools such as Microsoft Intune, Jamf and SCCM.
• Comprehensive understanding of enterprise operating systems including Windows, macOS and Linux.
• Knowledge of Active Directory/Microsoft Entra ID, Group Policy/Intune and Office 365/Google Workspace administration.

Key Responsibilities

• Align IT support operations and SLAs with organizational goals and continuously measure performance to improve end-user satisfaction.
• Identify automation opportunities, service catalogue enhancements and workflow improvements within the ITSM ecosystem.
• Evaluate new support technologies and identify obsolete or end-of-support operating systems and hardware.
• Plan and execute technology upgrades and replacements to minimize operational and compliance risks.
• Supervise support queues and major incident escalations.
• Analyze recurring issues, conduct root-cause analysis and implement permanent corrective solutions.
• Enforce endpoint security policies, patch management, access controls and zero-trust protocols.
• Ensure compliance with internal IT audits and data protection guidelines.
• Lead, coach and evaluate Helpdesk Engineers and L1/L2 Support Technicians.
• Oversee the IT asset lifecycle and vendor performance.
• Identify underperforming vendors and drive corrective actions to achieve expected service levels and contractual SLAs.

Required Skills

• Enterprise IT support and service management.
• ITIL and ITSM knowledge.
• Technical team leadership and supervision.
• Microsoft 365 administration.
• Azure AD/Entra ID and Active Directory.
• Microsoft Intune, Jamf and SCCM.
• Windows, macOS and Linux environments.
• Endpoint management and security.
• Patch management and access controls.
• Root-cause analysis and incident management.
• IT asset and vendor management.
• Strong troubleshooting and problem-solving skills.
• Good communication and stakeholder management abilities.

Salary & Benefits

• The advertisement does not specify a salary or benefits package.
• Full-time employment opportunity with Commercial Bank of Ceylon PLC.
• Opportunity to contribute to enterprise IT service improvements and technology modernization.

How to Apply

Interested candidates should apply through the Commercial Bank of Ceylon PLC corporate careers website for the position of Senior Lead Engineer – IT Support.

Important Notes

• Job Location: Colombo 01, Sri Lanka.
• Employment Type: Full-time.
• Minimum 5–7 years of enterprise technical support experience is required.
• At least 2–3 years of supervisory, team lead or Assistant Manager experience is required.
• ITIL v3/v4 Foundation certification is required.
• Microsoft enterprise/endpoint administration certification or equivalent industry certification is expected.
• Strong hands-on experience with Azure AD/Entra ID, Microsoft 365 and endpoint management tools is required.

Job Category: IT & Software; Banking & Insurance; Management; Private Jobs