Job Responsibilities:
- Team Lead of Level 2 Application Support Analysts with people management responsibility.
- Lead cross functional teams to troubleshoot and resolve, communicate complex incidents and deep underlying issues
- Performance analysis and fine tuning of real time and batch systems
- Assess operational readiness of new products / applications / flows. Drive non-functional requirements.
- Manage production defect changes and work closely with Development teams to provide strong governance for control for the applications in scope
- Manage Vendor for prioritization of issues, continuous service improvement, process improvement, cost management and audit issues. Conduct Monthly service review track SLAs adherence from vendors. Manage a workload which is subject to changing priorities and demandsEnsures essential process / procedures are followed and contribute to defining standards. Drive the change in culture to ensure Production Support best practices is implemented while ensuring partnerships with developers and business partners are strengthened.
- Execute continuous service improvement plan, process improvement and automation
- Act as a facilitator and coordinate between various teams like infrastructure, development team to resolve, analysis of root cause for complex issues and outages
- Work across multiple application management areas and support teams to ensure high level of support service.
- Effectively communicate and interact with infrastructure and supporting technology groups across a distributed environment to drive problem resolution and service levels.
- Work closely with 1st & 2nd level support and development teams to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders.
- Follow through to ensure incidents and problems are resolved according to SLA.
Job Requirements:
- Minimum 8-10 years of experience working in IT industry with 6-8 years of experience in Technology solutions or support service delivery in the banking industry. Domain knowledge in Credit/Debit cards.
- Prior experience in large scale enterprise application development, capacity planning, optimization, re-engineering, and performance fine tuning and cost optimization
- Demonstrate accountability, leadership, independent initiatives and willingness to lead.
- Strong team player with management skills. Flexible and being able to manage time effectively.
- Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.
- Experience in leading staff in a Production Support group in a high availability / mission critical environment.
- Ability to technically analyse problems encountered with these systems and employing technical skills to overcome them.
- Experience in managing communications across business and technology stakeholders at varying levels across a medium to large scale enterprise.
- Solid understanding of ITIL methodology
Essential Technical Skill:
- 10 years’ experience with AS400/RPG experience
- Experience writing scripts, database queries, generating capacity and performance reports
- Change Management / Problem Management / Capacity and performance management
- Solid understanding of resiliency and redundancy designs
- Interfaces and Messaging systems
