Job Description
Location: Mumbai
The Support/Incident Manager will work for Production Support Environment (Data Warehousing and Regulatory, Risk Reporting applications) of one of the multinational banks of India.
Scope of the role:
Work on a mission critical Production Support Environment providingSupport/Incident Resolution
Manage Incidents including creation of action plan, communicate said plan toall affected parties & ensure plan is executed
Producing management information, including KPIs (Key Performance Indicators) and reports
Monitoring the effectiveness of Support/Incident management and making recommendations for improvement
Responsibilities:
Understand and meet customer agreements (SLAs/commitments for Response Time, Resolution Time etc.), Support Process and
audit/compliance requirements
Provide coverage and guidance on all P1, P2, and other high visibility Incidents
Act as a queue manager to assign tasks to Support Analysts to ensure
Incidents have an owner and track follow up actions
Collaborate with other functional teams (Product, Implementation etc.) and engage additional resources as needed
Assist with the development and delivery of RCA
Proactively identify and collaborate on issues that need to be escalated to Change Management/Implementation Team
Create and maintain knowledge required to provide Support effectively through a Known Error Database
Develop and conduct Service reviews to provide ongoing feedback to the Support Team
Mentor and coach Support Team
Create backup Support Manager(s)
Maintain productive customer relationships
Serve as an escalation point for customer escalations
Skillset/Experience
Behavioral Skills:
Excellent communication skills in written and oral English
Strong analytical and troubleshooting skills
Ability to think analytically while working in a high pressure, fast moving, multi-cultural and challenging environment
Strong interpersonal and teamwork skills
Ability to prioritize workload while managing customer commitments
Able to work independently with minimal supervision
Required Skills
6 to 8 years total experience with 3 to 4 years’ relevant experience in Incident Management.
Exposure to Data warehousing systems and reporting projects
Exposure to ticketing systems
Technical proficiencies – SQL, ETL (Extract, Transform, Load) (Informatica), Scheduling (Autosys) tools
Proficiency in MS Excel
Exposure to Banking Domain is a plus
Relevant educational background, advanced degree highly desirable
Willing to provide on call & weekend support
About the company:
Fintellix is a leading provider of data management platform, regulatory technology, supervisory technology, compliance management, risk management, digital and analytical solutions to the banking and financial services industry. Our industry expertise together with our data management and analytical proficiency, enables us to solve complex data management, risk, regulatory and business issues in banks and financial services organizations. We help maximize the value of data by transforming it into insightful information and analysis that assist our clients in understanding their business performance, managing and mitigating risks, and meeting compliance requirements while helping them stay ahead in the digital era. Our data platform is highly scalable and can be implemented to manage the entire life-cycle of data for both regulated entities and regulators/ supervisors. Our risk and regulatory solutions help banks and financial services organizations meet compliance requirements for a specific jurisdiction or as a multi-country roll out. Our data platform, risk and regulatory solutions are continuously kept updated, and can be deployed on relational database, appliances, on cloud, and on big data.
The Support/Incident Manager will work for Production Support Environment (Data Warehousing and Regulatory, Risk Reporting applications) of one of the multinational banks of India.
Scope of the role:
Work on a mission critical Production Support Environment providingSupport/Incident Resolution
Manage Incidents including creation of action plan, communicate said plan toall affected parties & ensure plan is executed
Producing management information, including KPIs (Key Performance Indicators) and reports
Monitoring the effectiveness of Support/Incident management and making recommendations for improvement
Responsibilities:
Understand and meet customer agreements (SLAs/commitments for Response Time, Resolution Time etc.), Support Process and
audit/compliance requirements
Provide coverage and guidance on all P1, P2, and other high visibility Incidents
Act as a queue manager to assign tasks to Support Analysts to ensure
Incidents have an owner and track follow up actions
Collaborate with other functional teams (Product, Implementation etc.) and engage additional resources as needed
Assist with the development and delivery of RCA
Proactively identify and collaborate on issues that need to be escalated to Change Management/Implementation Team
Create and maintain knowledge required to provide Support effectively through a Known Error Database
Develop and conduct Service reviews to provide ongoing feedback to the Support Team
Mentor and coach Support Team
Create backup Support Manager(s)
Maintain productive customer relationships
Serve as an escalation point for customer escalations
Skillset/Experience
Behavioral Skills:
Excellent communication skills in written and oral English
Strong analytical and troubleshooting skills
Ability to think analytically while working in a high pressure, fast moving, multi-cultural and challenging environment
Strong interpersonal and teamwork skills
Ability to prioritize workload while managing customer commitments
Able to work independently with minimal supervision
Required Skills
6 to 8 years total experience with 3 to 4 years’ relevant experience in Incident Management.
Exposure to Data warehousing systems and reporting projects
Exposure to ticketing systems
Technical proficiencies – SQL, ETL (Extract, Transform, Load) (Informatica), Scheduling (Autosys) tools
Proficiency in MS Excel
Exposure to Banking Domain is a plus
Relevant educational background, advanced degree highly desirable
Willing to provide on call & weekend support
About the company:
Fintellix is a leading provider of data management platform, regulatory technology, supervisory technology, compliance management, risk management, digital and analytical solutions to the banking and financial services industry. Our industry expertise together with our data management and analytical proficiency, enables us to solve complex data management, risk, regulatory and business issues in banks and financial services organizations. We help maximize the value of data by transforming it into insightful information and analysis that assist our clients in understanding their business performance, managing and mitigating risks, and meeting compliance requirements while helping them stay ahead in the digital era. Our data platform is highly scalable and can be implemented to manage the entire life-cycle of data for both regulated entities and regulators/ supervisors. Our risk and regulatory solutions help banks and financial services organizations meet compliance requirements for a specific jurisdiction or as a multi-country roll out. Our data platform, risk and regulatory solutions are continuously kept updated, and can be deployed on relational database, appliances, on cloud, and on big data.
💡 Quick Summary
Seeking a career-building opportunity? The Fintellix| Sr| Production support member position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.