The Team: You will be joining a highly seasoned team of Channels Application Support Part of the Run-The-Bank initiative to deliver Engineering and Technology Application Support Excellence for Kotak Bank’s Channels Product Suite.
The Channels Application Support team is a group of experts managing for Suite of digital applications such as Mobile Banking, Net Banking. We are looking for a highly motivated and hands on individuals to take on a role of a Channels Application Support Service Manager for managing a team of professionals to ensure the smooth functioning of the bank’s Channels systems and processes. The incumbent will be responsible for overseeing the day-to-day operations of Production Support team and ensuring that standard processes are followed in regards to incident, service request, change and problem management and agreed SLA’s for the service provision are meet for the bank’s Channels functions.
The Impact: Managing a diverse team of application support technical analysts and you will ensure that the technical application support delivered to the Channels business meets the required service levels. In the role you will focus on developing our support personnel and processes to ensure application support can meet the needs of the growing Channels business.
Basic Qualifications: Individual should have Bachelor of Engineering/Technology OR Masters in Computers OR Bachelor of Computer Science having 9+ years of experience in Production Support or a similar role within a banking or financial services institution with 3+ years of work experience in managing the team of Technical (L2) application support professionals.
Previous experience leading a team of Technical (L2) application support professionals
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.
Strong technical knowledge of Channels processes and basic understanding of finance.
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 other IT teams, CTB teams, BSG Teams 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:
Good understanding of ITIL methodology (ITIL certifications preferred) with proven operational experience in previous roles.
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
Knowledge of troubleshooting & supporting applications running on Mobile OS, Linux Windows server OS,
2 years minimum previous application development skills in Front End Stack such as HTML, CSS, Javascript, Angular. Backend stack such as Python, Java, C#, Ruby
Knowledge of SQL Query language
Appreciation of infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers)
Microsoft Office / Office 365 especially Excel (Macros, Worksheets and add-ins)
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
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