Job Description
Work time: 6 days/week & 1st and 3rd Saturday every month
Experience: 1++ years
Purpose:
The role holder would be responsible for managing production support of all applications used in the bank, and drive the support for all applications and deliver high performance culture across the organization.
Responsibilities:
Manage team to who will provide L1, L2 and L3 support for transaction processing applications including CBS (Oracle FLEXCUBE, BR.NET) and Banking Channels’ ecosystem – like CRM, ESB, ATM, PoS, Digital (Internet banking, Mobile Banking, Corporate Banking, Onboarding, UPI, ETC- FASTTAG, Assisted Appl, Payments applications, Messaging services/SMS Configurator) based on role Assets/ Digital/ Liabilities/ Treasury/ Wealth etc
· Accountable for uptime & service levels adherence as defined by company
· Partner with internal stakeholders (e.g. infrastructure, security, other applications like CBS, legal & other statutory teams, etc.) for day-to-day operations and supporting compliances
· Engage with business stakeholders towards escalations, and define priorities towards outage/ defect resolutions
· Define & adhere KPI’s for Support organization
· Drive and Define process for Monitoring, Tracking for Application related issues with KPI’s
· Drive Automation on possible areas for better BAU Stability and Alert processes.
· Planning and managing support for incident management tools and processes
· Coordinating interfaces between incident management and other service management processes
· Driving the efficiency and effectiveness of the incident management process
· Managing the work of incident support staff (first- and second-line)
· Monitoring the effectiveness of incident management and making recommendations for improvement
· Define and Drive process for Managing major incidents
· Drive, Define and maintain the incident management process and procedures
· Encourage growth through technical innovations, have creative control over the IT service delivery, to improve and enhance customer experience
· Engage with external 3rd party vendors and IT Service providers for Support process for BAU related areas.
Desired Experience & Qualification:
Education Level
Must have:
• Degree in Engineering/ Computer Science
• Working knowledge on banking applications and technologies.
Add-ons nice to have
ITSM Certification – one of ITIL, COBIT, ISO/IEC 20000, TMF
Experience
Must have:
- 18+ years of experience in ITSM (IT/ ITES/ Banking preferable)
- Should have managed a team of 30 plus resources for production support
- Well versed with Incident, Problem, Change and release management
- Strong analytical skills
- Excellent skills in documentation and presentation
- Effective verbal, and written Communication skills (in English
Experience: 1++ years
Purpose:
The role holder would be responsible for managing production support of all applications used in the bank, and drive the support for all applications and deliver high performance culture across the organization.
Responsibilities:
Manage team to who will provide L1, L2 and L3 support for transaction processing applications including CBS (Oracle FLEXCUBE, BR.NET) and Banking Channels’ ecosystem – like CRM, ESB, ATM, PoS, Digital (Internet banking, Mobile Banking, Corporate Banking, Onboarding, UPI, ETC- FASTTAG, Assisted Appl, Payments applications, Messaging services/SMS Configurator) based on role Assets/ Digital/ Liabilities/ Treasury/ Wealth etc
· Accountable for uptime & service levels adherence as defined by company
· Partner with internal stakeholders (e.g. infrastructure, security, other applications like CBS, legal & other statutory teams, etc.) for day-to-day operations and supporting compliances
· Engage with business stakeholders towards escalations, and define priorities towards outage/ defect resolutions
· Define & adhere KPI’s for Support organization
· Drive and Define process for Monitoring, Tracking for Application related issues with KPI’s
· Drive Automation on possible areas for better BAU Stability and Alert processes.
· Planning and managing support for incident management tools and processes
· Coordinating interfaces between incident management and other service management processes
· Driving the efficiency and effectiveness of the incident management process
· Managing the work of incident support staff (first- and second-line)
· Monitoring the effectiveness of incident management and making recommendations for improvement
· Define and Drive process for Managing major incidents
· Drive, Define and maintain the incident management process and procedures
· Encourage growth through technical innovations, have creative control over the IT service delivery, to improve and enhance customer experience
· Engage with external 3rd party vendors and IT Service providers for Support process for BAU related areas.
Desired Experience & Qualification:
Education Level
Must have:
• Degree in Engineering/ Computer Science
• Working knowledge on banking applications and technologies.
Add-ons nice to have
ITSM Certification – one of ITIL, COBIT, ISO/IEC 20000, TMF
Experience
Must have:
- 18+ years of experience in ITSM (IT/ ITES/ Banking preferable)
- Should have managed a team of 30 plus resources for production support
- Well versed with Incident, Problem, Change and release management
- Strong analytical skills
- Excellent skills in documentation and presentation
- Effective verbal, and written Communication skills (in English
💡 Quick Summary
Seeking a career-building opportunity? The Head | Banking Application Production Support position is now open for candidates interested in the Bank Jobs sector. This role in Chennai 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.
