Team Member- IT Apps Rtbsupport Services

4 weeks ago

Thane, India Kotak Mahindra Full time

Reporting to the Head Support - Vice President, this role takes full responsibility and accountability for end-to-end production services delivered to meet the needs of Channel Services in the Bank. Key areas of responsibilities are:

- Extensive experience in People and Process Management
- Technical skill set to analyse logs and suggest resolution
- Should be able to drive the team to perform meticulous operational activity and Production Support within the given Service Levels.
- Should have ability to think out of box and make service improvements to constantly work on reducing Service Levels and how to server users better
- Reporting and Presentation capability compulsory
- Should have excellent communication skills

**Job Role**

**Job Requirements:
Technology - Hands on experience in Application support including installation/configuration. Digital Channel Knowledge will be necessary. Knowledge on Java/J2EE..net knowledge will also be considered.. Service Management
- To take end to end responsibility for the management of technology production services to meet the needs of the Channels Business. Collaborate and work with Technology Service Managers to drive a standard service approach across Channel services.
- Be accountable for all aspects of production support in Channels Business. Be the point of contact for and escalation of service issues within the business/BSG/Product.
- Ensure that all technology and business areas work as a team for timely resolution of production issues, ensuring relevant communication to business as necessary. Work with Regional Managers for region specific incidents.

**Measures**:Attainment of service levels, reduction in high severity issues, improved resumption times, customer satisfaction.

Financial Management
- Challenge Service vendor costs and ensure value is delivered in Channels. Identify relevant cost reduction initiatives.

**Measures**:Budget vs. actuals, forecast accuracy, cost reduction, value perception. Monthly invoicing, billing etc.

Production Improvement
- Recommend and manage relevant end-to-end service improvement initiatives to address risk mitigation, service stability and performance.
- 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.
- Report critical issues without delay to top management.

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

Systems Stability & Risk Management
- Identify and manage end-to-end service risks associated with relevant services and systems including BCP, DR, capacity, obsolescence and security risk.
- Ensure clear articulation of risks, solutions and consequences to senior management.
- Manage end-to-end audit responsibilities associated for relevant Channel systems. Ensure no negative audits.
- Work with other IT Senior Managers to ensure adequate acceptance processes are in place to manage technology change.
- **Measures**: Risks identified & mitigations in place, no issues as a result of identified risks, zero negative audits

**People Management**
- Critical part of this role is to constantly train and encourage the team members to perform consistently
- To reduce attrition within the team
- To provide constant mentoring to resources
- To be available 24x7 to address their concerns and manage escalations.

**Personality Traits**:
**Job Role
- Good Technical Knowledge, preferred BE with 10-12 years’ experience
- Good vendor management
- Communication - Written and spoken to be good
- Excellent People Management Skills

**Application:

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