Job Description

itle: Service Manager - Payments The Company : World of Kotak product suite encompasses a powerful suite of cross banking assets, all-in-one stop banking services, securities, and investment banking insights across a wide spectrum of the major financial and banking markets. The Team: You will be joining a highly seasoned team of Payments Application Support Part of the Run-The-Bank initiative to deliver Engineering and Technology Application Support Excellence for Kotak Bank\'s Payments Product Suite. The Payments Application Support team is a group of experts managing for Suite of digital applications such as NEFT, RTGS, SWIFT and Other Interface Applications. We are looking for a highly motivated and hands on individuals to take on a role of a Payments Application Support Service Manager for managing a team of professionals to ensure the smooth functioning of the bank\'s Payments Systems and processes. The incumbent will be responsible for overseeing the day-to-day operations of Production Support team and ensuring that standard processes are followed in regards to incident, service request, change and problem management and agreed SLA\'s for the service provision are meet for the bank\'s Payments functions. The Impact: Managing a diverse team of application support technical analysts and you will ensure that the technical application support delivered to the Payments business meets the required service levels. In the role you will focus on developing our support personnel and processes to ensure application support can meet the needs of the growing Payments business. Basic Qualifications: Individual should have Bachelor of Engineering / Technology OR Masters in Computers OR Bachelor of Computer Science having 6+ years of experience in Production Support or a similar role within a banking or financial services institution with 2+ years of work experience in supporting a the team of Technical application support professionals. Major incident management experience (Crisis and P1 management) Previous experience in liaising with vendors, development, infra teams for the root cause analysis and Post incident reviews. Experience with platform systems such as NEFT, RTGS, SWIFT is preferred. Technical Skill in Application support including Java/J2EE platform, Oracle DB, SQL, Unix/Linux, IBM Websphere MQ. Candidate must be self-sufficient, driven, energetic with passion for technology, provide excellent customer support service, and have patience to work with users with different levels of technical knowledge Able to operate under pressure and in time sensitive support environments. Preferred Qualifications: Great attitude to learn, respect for fellow employees, think out of the box, and respectfully challenge ideas & hungry for innovation. Experience in Payment & Settlement systems with strong domain knowledge of Asia Pacific payment systems for domestic payments (e.g. RTGS, NEFT) and cross-border payments. Good understanding of end-to-end payment processing in the region and the architecture of systems from payment origination to processing and settlement in a production environment. Performance analysis and fine tuning of real time and batch systems. Excellent Knowledge of ISO20022 payment standard. Familiar with project management fundamentals and change management processes. Excellent analytical, troubleshooting, and problem-solving skills. Good customer service and interpersonal skills. Strong verbal and written communication skills. Strong planning, organizational and time management skills. Experience in software development lifecycle (SDLC). Knowledge in Java/J2EE platform, Oracle DB, SQL, Unix/Linux, IBM Websphere MQ. Self-motivated, self-organizing and possess drive, ability to be hands-on and a good team player. Experience debugging complex problems and view problems as an opportunity to improve Responsibilities: To provide leadership for application support management functions of strategic, cross-functional or regional applications to provide a stable environment to business. Ensure the application availability to process payments without disruption from an end-to-end perspective. Manage the relevant teams including vendors to investigate reported issues/problem, identify root cause/impact, implement workaround and fixes to resolve issues. Oversee the outstanding defects/change requests, prioritize with business units and plan for the fix or implementation. Play a key role during incidents to look at service restoration and remediation activities to ensure all payments are recovered and processed within the stipulated SLA\'s. Liaise with the different technology teams on the application and infrastructure side to ensure all interfaces to internal and external systems are functioning without disruption. Maintain up to date knowledge based or documents related to application features and processes (subject matter expertise). 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. Take ownership of major IT incidents and support tickets, coordinate between different parties for resolution, maintain effective communication to stakeholders and drive post incident reviews. Champion continuous high levels of IT service and support in projects by developing a strong understanding of how projects may impact service areas, and planning measures to minimize such impact. Support audit and compliance related activities. Experience and proficiency with a variety of System tools including: Core Expertise: Good understanding of ITIL methodology (ITIL certifications preferred) with proven operational experience in previous roles. Exposure to industry standard ITSM tools (ServiceNow and Remedy strongly preferred) Experience with monitoring and observability such as with Appdynamics and ControlM. Knowledge of troubleshooting & supporting applications running on Linux and Windows Servers. 4 years minimum previous application development skills in Java and Oracle. Microsoft Office / Office 365 especially Excel (Macros, Worksheets and add-ins) Soft Skills: Communication is core to the success of this role. Evangelize adoption and use of tools, processes and technologies. Lead engagements to encourage collaboration within and across teams. Showcase roadmap and engagement model to relevant stakeholders through write up, teams groups and webinars Documentation is core to maintain up to date information on use of tools, process and methodologies. [eg: wiki posts, white papers] Create internal training programs for new staff and upskilling of existing team Demonstrate humility, trust and transparency in the way we interact with individuals. Critical part of this role is to constantly train and encourage the team members to perform consistently.

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