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Team Supervisor- IT Apps Rtbsupport Services

1 month ago

Mumbai, India Kotak Mahindra 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**:
**The Impact**:The Major Incident Manager is responsible for the end-to-end management of all IT major incidents.

**Basic Qualifications**:Individual should have Bachelor of Engineering/Technology OR Masters in Computers OR Bachelor of Computer Science having 4 to7 years of experience in Major Incident Manager or a similar role within a banking or financial services institution
- Major incident management experience (Crisis and P1 management)
- Previous experience in liaising with vendor teams, infra teams, app teams etc for the root cause analysis and Post incident reviews.
- Strong knowledge of ITIL processes.
- Able to operate under pressure and in time sensitive support environments.

**Preferred Qualifications**:Great attitude to learn, respect for fellow employees, think out of the box, and respectfully challenge ideas & hungry for innovation.
- Good Leadership skills capable of leading a team.
- Good communication skills and a sense of ownership and drive.
- Have a process oriented mind-set and capable of understanding the various technologies
- Embrace automation over manual effort
- Be able to gel in with companies' culture and effectively collaborate with other technology & business stake holders.

**Responsibilities**:

- Evaluate whether the incident reported is a Major Incident and run it through MIM cycle
- Prioritizing incident according to their urgency and influence on the business
- Logging incident ticket in ticketing tool and manage lifecycle, document chronology, actionable and resolution details.
- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls till the Major Incident is resolved.
- Overseeing the incident management process and team members involved in resolving the incident.
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
- Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution
- Conducting a thorough analysis and preparing Major Incident Report for every MI after it is closed.
- Ensuring that all the resolution procedures are updated in the knowledge base.
- Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
- Ensuring that the causes for all Major Incidents are analysed and root cause is identified.
- Maintain Corrective Action and Preventative Action tracker and coordination till closure
- Supporting and nurturing process improvements and knowledge base improvements
- Continually maintaining and developing tools and resources to manage major incidents effectively
- Providing periodic major incident metrics reports
- Ensuring that SLA’s are met or exceed agreed targets.
- Problem management - Identify incident trends creating problem tickets to ensure root cause is identified.
- Approving, Reviewing technical knowledge base documents to be used within the team
- Work with internal stakeholders to identify and implement process improvements.
- Working with external vendors to resolve service related incidents and reviewing published root cause analysis reports.
- Work closely with other IT teams, CTB teams, BSG Teams to implement system
- Maintain accurate and up-to-date documentation of system processes and procedures
- 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**:

- Strong knowledge of ITIL methodology (ITIL certifications must) 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
- Understanding various domains and their functioning i.e. Linux Windows server OS, Middleware, Database, Network, Security
- 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 transparen