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Team Member- IT Apps Rtbsupport Services

4 months ago

Mumbai, India Kotak Mahindra Full time

**Job Role**:
This role takes responsibility for end-to-end production services across all systems during night and managing the Night support team and vendor teams:

- Basic Technical Skill in Application support including Java, IBM WebSphere Application Server, JBOSS, TOMCAT, IIS, HIS is good ot have
- MUST have experience in Oracle, PLSQL, OS level COMMANDS- Windows/Unix (IBM AIX/LINUX).
- Service Management - Incident, Problem and Vendor Management.
- Experience in production support must.

**Job Requirements**:
Technology - o Experience in Application support including installation/configuration will be good to have. Having knowledge on Java/J2EE. o Hands on experience in Application support o Should possess knowledge on Oracle/PLSQL,.net. o Basic Knowledge of IBM Web Sphere/ IBM HttpServer/Apache Tomcat, JBOSS, IIS. (WebSphere knowledge will be added value) Service Management
- To take end to end responsibility for the management of technology production services in the night across all systems.
- Be accountable for all aspects of production support L1 and L2 scope. Be the point of contact for and escalation of service issues.
- Ensure that all technology and business areas work as a team for timely resolution of production issues, ensuring relevant communication to business as necessary.
- Manage support team size of 8 people.(vendors)

**Measures**:Attainment of service levels, improved resumption times, customer satisfaction.

Production Improvement
- Ensure end-to-end root cause analysis and trend reporting for production issues is carried out and meets business and technology requirements.
- Evolve the mindsets of Support teams to become passionate about service excellence.

**Measures**: Service improvements implemented, zero repeat incidents, service oriented production staff.

Systems Stability & Risk Management
- Ensure clear articulation of risks, solutions and consequences to senior management.
- Work with other IT Senior Managers to ensure adequate acceptance processes are in place to manage technology change.
- **Measures**: Issues identified & mitigations in place, Solution oriented.
- **Need to be available for Floor support and escalations during weekend / holidays as well as rotational night shifts.
**Personality Traits**:

- Good Technical Knowledge, preferred BE with 3-4 years’ experience
- Good vendor management and people mgmt
- Communication - Written and spoken to be good