Job Description

Job Role: 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 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:

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