Lead Support Engineer

2 weeks ago

bangalore, India ANZ Full time

About the role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving our customers’ financial wellbeing so they can achieve incredible things – be it buying their home, building a business or saving for things big or small. 

Role Type : Permanent

Work Location : Bengaluru

The EF&D SRE function will provide proactive management of services across all systems and platforms whilst driving a continuous service improvement plan. The role and function will also drive service operational excellence consistently and ensure stable systems and platforms(production and non-production) to meet the business and customer needs. Lead and drive Environments Delivery and also manage Service initiatives, support non-production Environments build and support. Engage and support both the Business colleagues and Product Area to increase their productivity through identifying opportunities for remediation of issues with Technology solutions.

The Lead Engineer is accountable for Service Availability of existing EF&D services within the Tax Space with focus on Service Level Agreements (SLAs), developing service improvement plans, and influencing service management strategy through interactions with key suppliers and internal technology groups. This role will also oversee the stability of non-production environments and make sure the environment health is well managed through proactive monitoring and automation. This role is based out of Bengaluru.

About You

10+ years of experience working in Environments or Delivery Space with hands-on experience. 5+ years of experience in Service Management space, hands-on experience as a support engineer is an added advantage. Maintain and Manage Non-production environment and take a lead in resolving and reporting issues. Prior experience in building dashboards and exposure to Production systems monitoring using Dynatrace and Splunk. Supporting Release activities by creating ServiceNow COs and presenting it to BRB. As an Environments Lead, to be the pivotal contact for testing team in resolving configuration, infrastructure or integration issues. As a senior member, have the ability to suggest and supervise the work of junior team members working on shifts. Prior experience in leading a support team or delivery team is added advantage. Be readily available to support overnight critical issues. Good People Management skills and focus on Stakeholder Management.

Detailed Description

Work as a recovery manager in tech bridges during HPI or any critical incidents Serve as escalations point for peers and other junior resources. Understand group change/release management process, participate in releases and focus on automating/optimising release process. Good Support Knowledge and Hands-On engineering experience in supporting critical applications Demonstrated ability to apply ITIL best practice framework in large organisations (preferably in the Banking and Finance Industry) Senior customer management and interpersonal skills with the ability to effectively manage relationships by facilitating and influencing decision making. Prior internal and/or external consultancy skills with the ability to work across functional areas of the organisation to deliver business outcomes. Proven delivery capability across geographical regions and different business units in a dynamic and changing environment Practical experience in managing support teams, incident management, problem management, and change management activities.

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