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Position/Designation
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L3 – Digital Transformation – Application Support
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Grade/Level
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L3
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Location
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Akurdi HO
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Experience
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Minimum 7-10 years of experience skilled in Program Management or Operations Management with exposure to working for Banking/NBFC sector.
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Qualification
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B.E./ B. Tech /M.C.A./M.C.S
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Reporting To
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DGM IT
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Summary Role Profile/Job Responsibilities
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Key Responsibilities:
1. IT Service & Support Management
- Lead day‑to‑day operations for all enterprise applications to ensure system stability, performance, and availability.
- Monitor application health dashboards and ensure proactive issue prevention and resolution.
- Manage incident and service request lifecycle, ensuring closure within defined SLAs/TATs.
- Identify recurring issues and drive problem management activities to eliminate root causes.
- Ensure alignment to ITIL incident, problem, and change management processes.
- Collaborate with InfoSec teams to monitor and close security incidents promptly.
2. Quality Assurance
- Define operational KPIs and track adherence to service quality metrics.
- Implement continuous improvement programs for application support functions.
- Conduct periodic service reviews and initiate corrective/preventive actions when required.
- Ensure documentation, knowledge base updates, and service continuity plans are current.
3. Vendor Management
- Coordinate with application vendors, managed service providers, and third-party partners for escalations and SLA compliance.
- Review vendor performance and drive governance meetings for service improvement.
- Oversee contract renewals, support agreements, and escalations for major incidents.
- Ensure vendors adhere to security, compliance, and audit requirements.
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Skill Sets Required
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- Program Management:
- Ability to manage multiple applications, projects, and support initiatives simultaneously.
- Strong planning, prioritization, and stakeholder management skills.
- Quality Assurance:
- Proven experience in defining and tracking service quality metrics.
- Ability to identify service gaps and drive process enhancements.
- IT Service & Support:
- Deep understanding of ITIL processes for Incident, Problem, and Change Management.
- Familiar with application monitoring tools, ticketing systems (e.g., ServiceNow, Jira), and performance reporting.
- Experience handling security, patch management, and compliance initiatives.
- Leadership & Collaboration:
- Capability to lead cross‑functional support teams and coordinate with internal/external stakeholders.
- Mentoring and motivating support engineers or vendors towards service excellence.
- Communication Skills:
- Excellent written and verbal communication skills for reporting, escalation, and stakeholder updates.
- Ability to explain technical issues to non‑technical users and business leaders.
- Additional Technical Skills:
- Knowledge of SQL/Database troubleshooting basics, API monitoring, and application log analysis.
- Familiarity with cloud‑based applications (AWS/Azure), basic networking, and integration frameworks.
- Exposure to InfoSec audit processes and vulnerability management practices.
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Certifications (Preferred)
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- ITIL v4 Foundation or Practitioner
- PMP / PRINCE2 or equivalent Project Management certification
- ISO 27001 Lead Implementer / Foundation (preferred for InfoSec linkage)
- Certification in cloud administration or service management tools (e.g., AWS Cloud Practitioner, ServiceNow Admin)
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