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