- ROLEPURPOSE & OBJECTIVE
Therole will be required to provide leadership to the IT ServiceManagement team managing Channels Applications in running supportfunctions of all business functions, L1&L2 teams, incidentmanagement. It involves the production management, post productionservice delivery, end user management, supporting delivery ofsoftware projects, operational planning & improvement andtechnology adoption initiatives across various Industry verticalsand geographies in Digital and Business Enterprise Applications.
- SIZEOF THE ROLE
FINANCIALSIZE
NON-FINANCIALSIZE
- Manage 10 to 15 Vendor and Ujjivan team members
- Ensureno failure in Payment transactions
- Managethird party vendors
KEY DUTIES & RESPONSIBILITIES OF THE ROLE
Primary
- Expertisein people management, stake holder management and leadershipskills
- Shouldbe hands on in managing Payments application (NEFT, RTGS, UPI,IMPS, ATM, POS and other third-party products ?? customerfacing applications in the Bank environment
- In-depthknowledge in all payment applications and other integratedapplications like CBS, Internet and Mobile banking.
- MasteryofIL (InformationTechnology Infrastructure Library) principles and beset practicesof ITSM (IT Service Management)
- In-depthknowledge of escalation procedures, incident management, andother disciplines related to service delivery
- Ensurehigh quality deliverables, handle complicated escalations, andensure highest customer experience.
- Takingownership of critical incidents, coordinating with resolutionparties, resolving all the incidents & service requestswithin established TAT and SLAs, establishing effectivecommunication between stakeholders for post-incident reviews
- Ensurehigh availability of the Payment application Applications andtechnical decline is less than 0.5%.
- Maintaininghigh performance levels for service-related processes, andimplementing improvement activities wherever necessary
- Ensuringregular DR drill is done with less RTO.
- Developinga deep understanding of projects to gain insights into thescope of service delivery
- Accountablefor service delivery performance, meeting business / end userexpectations, and driving future demand
- Analyzethird-party as well as internal processes, and creatingstrategies for service delivery optimization
- Recommendingmethods of improvement and seeing that actions are implemented ontime for service delivery upgrades
- Providingaccurate and to the management on performance of the servicedelivery
- Leadingpersonnel management, including staff recruitment, performanceassessment, training, and mentoring
- Buildingstrong relationships with teams and stakeholders to enableeffective dialogue exchange between departments
Compliance/ Regulatory
- Facilitateall business verticals and IT infra teams across all verticals tocarry out BCP simulation / DR drills as per approved schedule
- Ensurecompliance to all regulatory norms/guidelines issues on regularbasis at Bank level by providing guidance, checks &evaluation of the findings to bring them to the closure andreviewing the impact of implementation of the complianceobligations of the regulatory guidelines
- Maintainan MIS of all the incidents & service requests raised by endusers, branches with RCA findings on incidents, provideconsolidated review findings on S1 & S2 incidents
- Appraiseall the stake holders & functional heads the level ofcompliance and failures, if any, so that prompt/corrective actionis taken
- Conductweekly & monthly reviews with vendor support teams onimplementation of the required service improvement measures ininternal procedures as formulated from time to time
- Submitthe report on breaches/non-compliances immediately to thevertical heads
- Conducttimely follow-up, documentation and status of action plans, openissues identified during service quality assessments withrespective vendor support teams
- Maintaina database of incidents raised and fixes given with RCAs
Customer
- Accountablefor service delivery excellence, meeting business / end-userexpectations and driving future demand
- Buildingstrong relationships with teams and stakeholders to enableeffective dialogue exchange between departments
- Responsiblefor the Test of Design and Test of Operating Effectivenessthrough IFC testing.
InternalProcess
- Experiencein dealing with third-party-provided services
- Operationalability in a diverse, large-scale environment
- Exceptionalend user management skills
- Strongorganizational skills
- Abilityto manage and prioritize tasks efficiently
- Solidresource planning and problem solving skills
- Readinessto demonstrate a proactive attitude
- Excellentverbal and written communication skills
Learning& Innovation
- Updatesself with prevailing regulations, notification, circulars andguidelines of the regulators and statutory bodies, anddisseminate the information regarding new regulatory developments
- Conductappropriate trainings/workshops pertaining to IT ServiceManagement relating to Channels Applications.
- Ensureadherence to training man-days/ mandatory training programs forself.
- Capacityto train and guide junior team members
- Ensuregoal-setting, mid-year review and annual appraisal processhappens within specified timelines for self and team
- MINIMUMREQUIREMENTS OF KNOWLEDGE & SKILLS
Educational
Qualifications
- Bachelor''sor Master'' Degree
Experience
- Shouldhave min.15+ years of exp. In Bank IT service management vertical
Certifications
FunctionalSkills
- Sound knowledge of Payment application & the evolving practices forthe management of service delivery and Knowledge of ITSM best practices
- Knowledgeof Payment Applications services offered by Bank branches andBusiness; end user relationship management,
- Knowledgeof RBI polices and guidelines relevant to SFB
- Complianceand VAPT.
Behavioral Skills
- Goodteam player
- Abilityto work with cross functional teams to deliver desired outcome
- Good analytical skills
- Good written communication andpresentation skills
- Highstandards of integrity and ethics
CompetenciesRequired
- Planning & Organizing
- Driving Execution
- Collaboration
