Job Description

:

Reporting to the Head Support - Vice President, this role takes full responsibility and accountability for end-to-end production services delivered to meet the needs of Channel Services in the Bank. Key areas of responsibilities are:

• Extensive experience in People and Process Management
• Technical skill set to analyse logs and suggest resolution
• Should be able to drive the team to perform meticulous operational activity and Production Support within the given Service Levels.
• Should have ability to think out of box and make service improvements to constantly work on reducing Service Levels and how to server users better
• Reporting and Presentation capability compulsory
• Should have excellent communication skills

Job Role

Job Requirements:

Technology - Hands on experience in Application support including installation/configuration. Digital Channel Knowledge will be necessary. Knowledge on Java/J2EE. .net knowledge will also be considered.. Service Management

• To take end to end responsibility for the management of technology production services to meet the needs of the Channels Business. Collaborate and work with Technology Service Managers to drive a standard service approach across Channel services.
• Be accountable for all aspects of production support in Channels Business. Be the point of contact for and escalation of service issues within the business/BSG/Product.
• Ensure that all technology and business areas work as a team for timely resolution of production issues, ensuring relevant communication to business as necessary. Work with Regional Managers for region specific incidents.

Measures: Attainment of service levels, reduction in high severity issues, improved resumption times, customer satisfaction.

Financial Management

• Challenge Service vendor costs and ensure value is delivered in Channels. Identify relevant cost reduction initiatives.

Measures: Budget vs. actuals, forecast accuracy, cost reduction, value perception. Monthly invoicing , billing etc.

Production Improvement

• Recommend and manage relevant end-to-end service improvement initiatives to address risk mitigation, service stability and performance.
• 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) and services for Channels. Ensure business satisfaction is measured and reported on.
• Evolve the mindsets of Support teams to become passionate about service excellence.
• Report critical issues without delay to top management.

Measures: Service improvements implemented, zero repeat incidents, service oriented production staff.

Systems Stability & Risk Management

• Identify and manage end-to-end service risks associated with relevant services and systems including BCP, DR, capacity, obsolescence and security risk.
• Ensure clear articulation of risks, solutions and consequences to senior management.
• Manage end-to-end audit responsibilities associated for relevant Channel systems. Ensure no negative audits.
• Work with other IT Senior Managers to ensure adequate acceptance processes are in place to manage technology change.

• Measures: Risks identified & mitigations in place, no issues as a result of identified risks, zero negative audits

People Management

• Critical part of this role is to constantly train and encourage the team members to perform consistently
• To reduce attrition within the team
• To provide constant mentoring to resources
• To be available 24x7 to address their concerns and manage escalations.

Personality Traits:

Job Role

• Good Technical Knowledge, preferred BE with 10-12 years\' experience
• Good vendor management
• Communication - Written and spoken to be good
• Excellent People Management Skills

Application:

If you wish to apply for this job position, please fill your details in the Kotak Fast Track Application Form and mail to email ID

Please mention the following in the subject line as \'\xe2\x80\x9dPosition Name\xe2\x80\x9d -\xe2\x80\x9cYour Name\xe2\x80\x9d - \xe2\x80\x9cYour Current Business Group\xe2\x80\x9d

Kotak Mahindra Bank