Kotak Mahindra Looking for Team Leader- IT Apps RTBSUPPORT SERVICES -Applications – RTB at Mumbai, Maharashtra Full Time

The Company : World of Kotak product suite encompasses a powerful suite of cross banking assets, all-in-one stop banking services, securities, and investment banking; insights across a wide spectrum of the major financial and banking markets.

The Team: You will be joining a highly seasoned team of TIPlus Application Support Part of the Run-The-Bank initiative to deliver Engineering and Technology Application Support Excellence for Kotak Banking WBG Applications.

Basic Qualifications: Individual should have Bachelor of Engineering/Technology OR Masters in Computers OR Bachelor of Computer Science having 4 to 5+ years of experience in Production Support or a similar role within a banking or financial services institution Managing a diverse end to end Application support and will ensure that the technical application support delivered to business meets the required service levels. In

Previous experience in working as Technical (L2) application support professionals prefered

Strong technical knowledge of TIPlus, Trade finance products i.e Export/Import/Letter of Credit/Buyers Credit, Bill event, Outward remittance, Import bills ,Letter of Credit, Advance import payment etc for requests received from customer, Export realisation preferred

Experience debugging complex problems and view problems as an opportunity to improve

Provide attention to detail to design, problems, kpi’s, demonstrate ability to stay focused during critical production events and champion resolutions.

Major incident management experience (Crisis and P1 management)

Previous experience in liaising with vendors, development, infra teams for the root cause analysis and Post incident reviews.

Candidate must be self-sufficient, driven, energetic with passion for technology, provide excellent customer support service, and have patience to work with users with different levels of technical knowledge

Able to operate under pressure and in time sensitive support environments.

Have a software-centric mind-set and capable of understanding the full software stack – and beyond.

Embrace automation over manual effort

Responsibilities:
Managing Montron related Applications like PFMS, Nach, Xcrow etc

Strong technical knowledge of TIPlus, Trade finance products i.e Export/Import/Letter of Credit/Buyers Credit, Bill event, Outward remittance, Import bills ,Letter of Credit, Advance import payment etc for requests received from customer, Export realisation preferred

Ensuring application support coverage 24 x 7 using rotas, release management activities.

Ensuring that SLA’s are met or exceed agreed targets.

Incident Management – Resolving logged IT incidents in order to restore service as quickly as possible using technical knowledge. Escalation of tickets to other technical teams as required

Problem management – Identify incident trends creating problem tickets to ensure root cause is identified.

Management of major incidents via conference call, email and instant messaging. Reviewing and approving major incident notifications to business partners.

Dealing with escalations in a timely manner to ensure issue is resolved to business partner’s expectations.

Approving, Reviewing technical knowledge base documents to be used within the team

Work with internal stakeholders to identify and implement process improvements and automation opportunities.

Working with external vendors to resolve service related incidents and reviewing published root cause analysis reports.

Collaborate with other departments within the bank to ensure the smooth functioning of Channel operations

Work closely with all stakeholders to implement system upgrades, patches and enhancements to Channel systems

Maintain accurate and up-to-date documentation of system processes and procedures

Identify opportunities for process improvement and automation within Channel operations

Experience in execution of DR for the entire suites of applications.

Server maintenance, monitoring, health checks, restarts, and BAU operational work

Change and release management co-ordination

Ensure compliance with regulatory requirements and internal policies and procedures

Experience and proficiency with a variety of System tools including:

Core Expertise:
Knowledge of SQL Query language very important

Knowledge of troubleshooting & supporting applications running on Linux Windows server OS,

Knowledge in previous application in Front End Stack such as HTML, CSS, Javascript, Angular. Backend stack such as Python, Java, C#, Ruby SDLC Model/s, Application Security, MFA, Devops, API’s, Cloud services

Appreciation of infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers)

Exposure to industry standard ITSM tools (ServiceNow and Remedy strongly preferred)

Experience with monitoring and observability such as with Appdynamics, Dynatrace, Splunk, Graphana or similar

Good understanding of ITIL methodology (ITIL certifications preferred) with proven operational experience in previous roles.

Soft Skills:
Communication is core to the success of this role

Evangelize adoption and use of tools, processes and technologies

Lead engagements to encourage collaboration within and across teams

Showcase roadmap and engagement model to relevant stakeholders; through write up, teams groups and webinars

Documentation is core to maintain up to date information on use of tools, process and methodologies. [eg: wiki posts, white papers]

Create internal training programs for new staff and upskilling of existing team

Demonstrate humility, trust and transparency in the way we interact with individuals