Head of Payment (Application Service Management)_VP-I

1. ROLE PURPOSE & OBJECTIVE

The role will be required to provide leadership to the IT Service Management team managing Channels Applications in running support functions of all business functions, L1&L2 teams, incident management. It involves the production management, post production service delivery, end user management, supporting delivery of software projects, operational planning & improvement and technology adoption initiatives across various Industry verticals and geographies in Digital and Business Enterprise Applications.

1. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Primary

• Expertise in people management, stake holder management and leadership skills
• Should be hands on in managing Payments application (NEFT, RTGS, UPI, IMPS, ATM, POS and other third-party products – customer facing applications in the Bank environment
• In-depth knowledge in all payment applications and other integrated applications like CBS, Internet and Mobile banking.
• Mastery of ITIL (Information Technology Infrastructure Library) principles and beset practices of ITSM (IT Service Management)
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Ensure high quality deliverables, handle complicated escalations, and ensure highest customer experience.
• Taking ownership of critical incidents, coordinating with resolution parties, resolving all the incidents & service requests within established TAT and SLAs, establishing effective communication between stakeholders for post-incident reviews
• Ensure high availability of the Payment application Applications and technical decline is less than 0.5%.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Ensuring regular DR drill is done with less RTO.
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Accountable for service delivery performance, meeting business / end user expectations, and driving future demand
• Analyze third-party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Compliance / Regulatory

• Facilitate all business verticals and IT infra teams across all verticals to carry out BCP simulation / DR drills as per approved schedule
• Ensure compliance to all regulatory norms/guidelines issues on regular basis at Bank level by providing guidance, checks & evaluation of the findings to bring them to the closure and reviewing the impact of implementation of the compliance obligations of the regulatory guidelines
• Maintain an MIS of all the incidents & service requests raised by end users, branches with RCA findings on incidents, provide consolidated review findings on S1 & S2 incidents
• Appraise all the stake holders & functional heads the level of compliance and failures, if any, so that prompt/corrective action is taken
• Conduct weekly & monthly reviews with vendor support teams on implementation of the required service improvement measures in internal procedures as formulated from time to time
• Submit the report on breaches/non-compliances immediately to the vertical heads
• Conduct timely follow-up, documentation and status of action plans, open issues identified during service quality assessments with respective vendor support teams
• Maintain a database of incidents raised and fixes given with RCAs

Customer

• Accountable for service delivery excellence, meeting business / end-user expectations and driving future demand
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
• Responsible for the Test of Design and Test of Operating Effectiveness through IFC testing.

1. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Bachelor's or Master' Degree

Experience

• Should have min.15+ years of exp. In Bank IT service management vertical

Certifications

• As appropriate

Functional Skills

• Sound knowledge of Payment application & the evolving practices for the management of service delivery and Knowledge of ITSM best practices
• Knowledge of Payment Applications services offered by Bank branches and Business; end user relationship management,
• Knowledge of RBI polices and guidelines relevant to SFB
• Compliance and VAPT.