AVP - Service Operations Lead

Job Description

RoleService Operations Lead (AVP) WFH and WFO DepartmentService & Operations Employment TypeFull Time, Role CategoryOperations Job description: Technology Operations is responsible for the technical infrastructure required to supply IT services to the bank. Work includes: - Overseeing strategy, design, development, and deployment of IT solutions - Improving or developing new products, components, equipment, systems, technologies, or processes - Ensuring that research and design methodologies meet established scientific and engineering standards - Assisting with formulating business plans and budgets for product development - Analysing quality/safety test results to ensure compliance with internal and external standards - Keeping abreast of new developments in the industry and translating those developments into new and viable options for the organization and clients - Organising technical presentations to clients and/or industry groups Monitoring product development outcomes to ensure technical, functional, cost, and timing targets are met May be responsible for managing product regulatory approval process Your key responsibilities: - Management of support activities for service operations, such as troubleshooting and solving incidents and problems service delivery - Take overall responsibility for the resolution of incidents and problems within the team & oversee the resolution of complex incidents - Ensure analysts are using the correct troubleshooting methods and processes - Assistance in managing relationships with involved business partners - Manage escalations by collaborating with customer Service, other service operations specialists and relevant TDI functions to properly and quickly resolve escalated issues - Overview of areas that need monitoring, reporting and improvement - Identifying the required metrics and ensuring that they are addressed, monitored and improved where necessary - Experience with multiple technology stacks (Unix, PLSQL, JAVA etc.) - Working knowledge of standard tools (Service-Now, Confluence, JIRA) - ITIL & GCP qualified desirable Your skills and experience: - Prior experience in defining, developing, implementing Automic (UC4) workload processing according to requirements, Batch processing and related tasks. - Ability to reverse engineer processes and systems when necessary. - Familiar with UNIX, Shell & Perl scripting, and command line environments. - Familiar with documentation in tools like JIRA, Confluence and ServiceNow. - Prior working involving use of ITIL standards and procedures, naming conventions, client concept, alarming concept, scripting, centralized includes. - Proficiency in ETLF tool (Informatica) and SAP (good to have) - Proficiency in SQL for data querying and manipulation (good to have) Expected Tasks to Perform: - Implement new tasks and workflows as per Customer requirement (scheduling, monitoring, and alarming). - Automate and optimize existing processes to improve efficiency and reliability. - Proven prior ability to plan and analyze workflow and processes to troubleshoot issues and for performance improvement. - Handle deployments and releases of new features and updates. - Analyze and classify errors to ensure timely resolution. - Manage incidents and contribute to root cause analysis. - Document processes, configurations, and solutions for future reference and knowledge sharing. Apply Save Save Pro Insights Location - Odisha,Guwahati,Kolkata,Pune,Chennai,Hyderabad,Mumbai,Thane,Navi Mumbai,Coimbatore,Vijayawada,Vishak