Team Lead of Level 2 Application Support Analysts with people management responsibility.
Lead cross functional teams to troubleshoot and resolve, communicate complex incidents and deep underlying issues
Performance analysis and fine tuning of real time and batch systems
Assess operational readiness of new products / applications / flows. Drive non-functional requirements.
Manage production defect changes and work closely with Development teams to provide strong governance for control for the applications in scope
Manage Vendor for prioritization of issues, continuous service improvement, process improvement, cost management and audit issues. Conduct Monthly service review track SLAs adherence from vendors. Manage a workload which is subject to changing priorities and demands
Ensures essential process / procedures are followed and contribute to defining standards. Drive the change in culture to ensure Production Support best practices is implemented while ensuring partnerships with developers and business partners are strengthened.
Execute continuous service improvement plan, process improvement and automation
Act as a facilitator and coordinate between various teams like Infrastructure, development team to resolve, analysis of root cause for complex issues and outages
Work across multiple application management areas and support teams to ensure high level of support service.
Effectively communicate and interact with infrastructure and supporting technology groups across a distributed environment to drive problem resolution and service levels.
Work closely with 1st & 2nd level support and development teams to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders.
Follow through to ensure incidents and problems are resolved according to SLA.
Minimum 8-10 years of experience working in IT industry with 6-8 years of experience in Technology solutions or support service delivery in the banking industry. Domain knowledge in Credit/Debit cards.
Prior experience in large scale enterprise application development, capacity planning, optimization, re-engineering, and performance fine tuning and cost optimization
Demonstrate accountability, leadership, independent initiatives and willingness to lead.
Strong team player with management skills. Flexible and being able to manage time effectively.
Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision.
Experience in leading staff in a Production Support group in a high availability / mission critical environment.
Ability to technically analyse problems encountered with these systems and employing technical skills to overcome them.
Experience in managing communications across business and technology stakeholders at varying levels across a medium to large scale enterprise.
Solid understanding of ITIL methodology
Essential Technical Skill:
5-8 years’ experience with Mainframe JCL/COBOL system development. AS400/RPG experience will be added advantage
Experience writing scripts, database queries, generating capacity and performance reports
Change Management / Problem Management / Capacity and performance management
Solid understanding of resiliency and redundancy designs
Interfaces and Messaging systems
If you are interested in this role and would like to discuss the opportunity further please click apply now.
Only shortlisted candidates will be responded to, therefore if you do not receive a response within 14 days please accept this as notification that you have not been shortlisted.
EA Licence No: 16S8091 | EAP Registration No: R1549798