Service Recovery Head (Application Support)

Responsibilities:

Incident Management:

• Monitoring: Continuously monitor banking systems for any issues or anomalies.
• Resolution: Quickly respond to and resolve incidents to minimize downtime and impact on business operations.
• Escalation: Escalate unresolved issues to higher-level support or development teams.

Problem Management:

• Root Cause Analysis: Investigate recurring issues to identify root causes and implement permanent fixes.
• Documentation: Maintain detailed records of problems and solutions for future reference.

Change Management:

• Review: Assess and approve changes to banking systems to ensure they do not disrupt operations.
• Implementation: Coordinate and oversee the implementation of changes.

Service Management:

• SLA Compliance: Ensure that service level agreements (SLAs) are met.
• Reporting: Generate regular reports on system performance and incidents.

Communication:

• Stakeholder Interaction: Communicate effectively with stakeholders, including business users, IT teams, and vendors.
• Status Updates: Provide regular updates on system status and ongoing issues.

Team Leadership:

• Mentoring: Guide and mentor junior support staff.
• Coordination: Coordinate activities within the support team to ensure efficient operation.

Continuous Improvement:

• Process Optimization: Identify opportunities to improve support processes and system performance.
• Training: Conduct training sessions for staff on new systems and procedures.

Requirements:

• Degree in computer science/engineering or related disciplines.
• Have 12 + years of hands on application support with minimum 6 year experience in the banking industry.
• Have extensive experience leading a group of 4 team leads and 40+ application support engineer (L2/L3)
• Be independent, proactive and self-starter with excellent interpersonal and communication skills.
• Have great analytical and good problem-solving skills.
• Have ability to work in a fast-paced and team-oriented environment.
• Have good functional and technical knowledge of different banking domains (retail, wholesale, investment banking, Global Markets etc)