Job Description:

Job Title: Service Operations Specialist

Location: Pune, India
This division consist of many domain and sub-domains like Trade management, Investor space, Trust and Agency of securities, client positions management, custodian business, Cash/wire payments (Both internal and external via Swift, crest, Mint etc), Channels space, messaging and billing area. Some of the areas and very demanding and critical to business and client deliverables. Subdomains also including transaction banking, NAV calculations corporate actions etc. Corporate banking applications services the needs of business areas spread across all APAC, EMEA and US regions and production support Engineering team spread across globally. The Service Operations Specialist acts as a hands-on technician executing several tasks in relation to the required services within the Service Operations environment. The Service Operations Specialist role supports the respective functional teams and provides expertise and assistance to ensure Service Operations provide effective services. The main tasks of the Service Operations Specialist are: monitoring and tracking activities, analysing Issues, supporting the resolution of issues and conflicts and preparing reports and meetings. The Service Operations Specialist has knowledge of and experience in all relevant tools used in the Service Operations environment and has specialist expertise in one or more technical domains and ensures that all associated Service Operations stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs) / Operating Level Agreements (OLAs)..

What we'll offer you
• As part of our flexible scheme, here are just some of the benefits that you'll enjoy
• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under child care assistance benefit (gender neutral)
• Flexible working arrangements
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities :

Supporting a clearly defined set of Corporate & Investment Banking applications

▪ Should be exposed to production support environment (L1/L2/L3 scopes)

▪ Able to understand the technical queries from production support perspective.

▪ Develop a good understanding of the activities required to execute production management functions.

▪ Support Service Operations teams in providing optimum service level to the business lines supported.

▪ Support the resolution of incidents and problems within the team. Assist with the resolution of complex incidents. Ensure that the right problem-solving techniques and processes are applied.

▪ Supporting the definition of the automation engagement, including the strategy and approach for implementation.

▪ Develop the business cases required to support each automation project.

▪ Reduction of Incidents and TOIL in production to increase of automation routines.

▪ Enhance and refine current monitoring environment.

▪ Participate in regular meetings with stakeholders, prepare and document meetings, track progress.

For internal use only

▪ Undertake specific functions within the relevant production management process as identified for the specific production management area.

▪ Provide regular and reliable reporting of relevant data to meet management requirements.

▪ Understand thoroughly the end-to-end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area.

▪ Maintain an end-to-end view of the application and infrastructure landscape.

▪ Provide input and contribute in Production Management related audits.

▪ Support the collection, analysis and production metrics on process data for KPIs to find out improvements.

▪ Identify risks and issues related to the area.

▪ Work with Release Management and Transition Management on application configurations changes

▪ Update the RUN Book and KEDB as & when required

▪ Participate in all BCP and component failure tests based on the run books

▪ Understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support

▪ Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a run book.

▪ Drive knowledge management across the supported applications and ensure full compliance

▪ Drive continual service improvements

▪ Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.

Your skills and experience

o Operating systems (e.g. UNIX, Windows) and the underlying infrastructure environments

o Middleware (e.g. MQ, WebLogic, Tomcat, Jboss, Apache, Kafka and similar) , DAP, Dweb, Fabric

o Database environments (e.g. Oracle, MS-SQL, Sybase, No SQL)

o Automation, monitoring and data analytics tools (e.g. Monitoring tool (Geneos/Nagios) , scheduling tool (Control-M /Autosys), Ansible, Blueprism, App dynamics, Splunk and similar tools)

o Scripting languages (e.g. UNIX shell and power shell, PERL, Python, Github, Spring boot, JAVA/.NET and similar programming languages)

Good understanding of ITIL Service Management framework such as Incident, Problem, and Change processes.

Good understanding of SRE best practices (SLI, SLO).

A solid automation background, with demonstrable experience in designing and developing complex business cases

Excellent trouble-shooting and problem solving skills.

Overall IT experience of above 7+ years

▪ Service Operations experience within a global operations context

▪ +2 yrs experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function

▪ Global Transaction Banking Experience is a plus.

▪ Experience of end-to-end Level 2 management and good overview of Production/Operations Management overall

▪ Experience of supporting complex application and infrastructure domains

▪ Ability to work in virtual teams and in matrix structures

Working knowledge of incident tracking tools (i.e. Service Now, Heat etc.)

▪ Bachelor Degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)

▪ ITIL Foundation Certificate

Business Competencies:

Communication - Experienced

Financial Management – Basic

Industry Knowledge - Basic

Innovation - Basic

Managing Complexity - Basic

Product Knowledge (internal & external) Basic

Risk Management - Basic

Technical Competencies: Mid-level

Business Continuity/Disaster Recovery – Basic

Operational Management – Mid-level

Domain Knowledge: Any domain knowledge listed in Corporate Banking section would be advantageous

How we'll support you
• Training and development to help you excel in your career
• Flexible working to assist you balance your personal priorities
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teams

Please visit our company website for further information:

Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.

We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, ****** orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.

Click to find out more about our diversity and inclusion policy and initiatives