About the company
SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.Join us to shape the future of digital payment in India and unlock your full potential.
What’s In It For YOU
- SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees.
- Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees.
- Dynamic, Inclusive and Diverse team culture
- Gender Neutral Policy
- Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
- Commitment to the overall development of an employee through comprehensive learning & development framework
Role Purpose
This role is responsible for centrally managing ITIL processes, ensuring operational excellence across ITOPS, application support, and development. The position oversees backend processing, drives SLA adherence, uptime commitments, and ensures governance, audit readiness, and KPI tracking aligned with SBIC standards.
Role Accountability
- Incident & Problem Management – Lead daily management of critical incidents, problems, changes, and events to ensure seamless business continuity.
- Application Maintenance – Oversee end-to-end upkeep of IT applications, ensuring services meet agreed SLAs and ITIL standards.
- Service Operations Oversight – Drive consistent, timely, and efficient service delivery by collaborating with Application Support FPRs
- Availability Assurance – Monitor and maintain mission-critical application uptime; swiftly resolve disruptions with minimal business impact.
- SPOF Identification – Assess systems to detect single points of failure and enhance infrastructure resiliency.
- Risk Management – Conduct monthly risk assessments and evaluate upcoming project risks with mitigation strategies.
- KPI Monitoring – Ensure all service delivery KPIs (availability, resolution time, root cause closures, etc.) are tracked and met.
- Audit Readiness – Manage and coordinate IT audit activities, ensuring compliance and timely closure of observations.
- Platform support - Citrix, Connect Direct, Informatica, Devops platforms like GIT LAB, Maven, Sonar, JIRA, Jenkins etc
Measures of Success
- To deliver projects within budgeted cost
- Deliver Mode 2 & Mode 1 projects On Time
- Within Approved Budget with no P1 defects in production
- Deliver the operational metrics as per agreed SLA across all systems & business processes e.g. Availability %, RCA's timeline
- Daily Operations Completion Time, Incident Resolution etc.
Technical Skills / Experience / Certifications
- Clear communication skills.
- Team Leadership & management
- Budget Planning & forecasting expertise
- Coordination & Onshore/offshore synergy
- Conflict Management & Resolution
- Collaboration Skills & Cross-functional teamwork
- Lateral, Tactical and strategic solving
- Compliance evaluation expertise.
- People Management
Competencies critical to the role
- WebLogic administration certification
- service now or similar tool hands on experience.
- Good exposure of advance excel, ppt, ms project.
- Stakeholder management
- Ideation and Innovation
Qualification
- B.E. / BTech / MCA in IT
- ITIL v4 and above certified
Preferred Industry
Credit Cards / NBFC
