Job Description

Job Role: This role takes responsibility for end-to-end production services across all systems during night and managing the Night support team and vendor teams:

• Basic Technical Skill in Application support including Java, IBM WebSphere Application Server, JBOSS, TOMCAT, IIS , HIS is good ot have

• MUST have experience in Oracle, PLSQL, OS level COMMANDS– Windows/Unix (IBM AIX/LINUX).

• Service Management – Incident, Problem and Vendor Management.

• Experience in production support must.
  

Job Requirements: Experience on Channels/Digital Banking applications support will be value add.
Technology – – o Experience in Application support including installation/configuration will be good to have. Having knowledge on Java/J2EE. o Hands on experience in Application support o Should possess knowledge on Oracle/PLSQL, .net. o Basic Knowledge of IBM Web Sphere/ IBM HttpServer/Apache Tomcat , JBOSS, IIS. (WebSphere knowledge will be added value) Service Management

• To take end to end responsibility for the management of technology production services in the night across all systems.

• Be accountable for all aspects of production support L1 and L2 scope. Be the point of contact for and escalation of service issues.

• Ensure that all technology and business areas work as a team for timely resolution of production issues, ensuring relevant communication to business as necessary.

• Manage support team size of 8 people.(vendors)
  

Measures: Attainment of service levels, improved resumption times, customer satisfaction.
Production Improvement

• Ensure end-to-end root cause analysis and trend reporting for production issues is carried out and meets business and technology requirements.

• Take accountability for the operation of efficient, cost effective and highly resilient production systems (applications) . Ensure business satisfaction is measured and reported on.

• Evolve the mindsets of Support teams to become passionate about service excellence.
  

Measures : Service improvements implemented, zero repeat incidents, service oriented production staff.
Systems Stability & Risk Management

• Ensure clear articulation of risks, solutions and consequences to senior management.

• Work with other IT Senior Managers to ensure adequate acceptance processes are in place to manage technology change.
  

• Measures : Issues identified & mitigations in place, Solution oriented.

• Need to be available for Floor support and escalations during weekend / holidays as well as rotational night shifts.
  

Personality Traits:

• Good Technical Knowledge, preferred BE with 3-4 years’ experience

• Good vendor management and people mgmt

• Communication – Written and spoken to be good