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Job Overview: We are seeking an experienced Software Application Production Support Manager to manage the production support team for critical banking applications. With over 5 years of experience in handling production environments, you will be responsible for ensuring the stability, reliability, and performance of our banking software applications. This role requires strong technical expertise, effective team management skills, and experience working in high-pressure environments within the banking or financial services sector. Key Responsibilities: 1. Production Support Management: - Lead the production support team in managing the day-to-day operations of critical banking applications. - Ensure all issues are promptly identified, tracked, and resolved within SLAs. - Oversee incident management, including root cause analysis, problem resolution, and communication with stakeholders. 2. Application Monitoring & Maintenance: - Implement robust application monitoring processes to ensure early detection of issues. - Maintain system health, performance, and availability through proactive maintenance. - Ensure the timely execution of batch jobs, scheduled processes, and application tasks critical to banking operations. 3. Incident and Problem Management: - Serve as the primary point of contact for high-priority incidents, ensuring quick resolution and minimal business impact. - Conduct root cause analysis for recurring issues and work with development teams to implement permanent fixes. - Escalate issues to senior management and coordinate with internal teams and third-party vendors as necessary. 4. Team Leadership & Collaboration: - Manage and mentor the production support team, providing guidance, training, and development opportunities. - Collaborate closely with the development, QA, infrastructure, and operations teams to resolve issues and improve system stability. - Coordinate with business units to understand application requirements and address production concerns. 5. Service Level Management: - Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) for response times, resolution times, and system uptime. - Regularly review and enhance support processes to meet business needs and compliance requirements. 6. Release and Change Management: - Manage the deployment of application releases and patches to the production environment, ensuring minimal disruption to users. - Follow strict change management protocols for implementing changes in production, ensuring proper testing and rollback procedures. 7. Reporting & Documentation: - Create and maintain detailed documentation for production support processes, incident reports, and system configurations. - Generate regular performance and incident reports for management review and analysis. 8. Risk and Compliance: - Ensure that all applications comply with banking regulations and internal audit requirements. - Mitigate risks by implementing robust controls, backup, and disaster recovery plans for all critical systems. Requirements: 1. Technical Skills: - Strong knowledge of banking or financial software applications, including experience with core banking systems, payment gateways, or transaction processing systems. - Proficiency in troubleshooting application issues, debugging logs, and performing root cause analysis. - Experience with application monitoring tools (e.g., Splunk, AppDynamics, or New Relic) to track performance and detect issues. - Understanding of databases (MySQL) and their interaction with banking applications. - Familiarity with incident management tools like ServiceNow, Jira, or other ITSM platforms. 2. Management & Leadership: - 4+ years of experience in software production support, including at least 2 years in a leadership or management role. - Strong experience managing incident response teams and coordinating with multiple stakeholders in a high-pressure environment. - Ability to lead teams and manage resources effectively to meet production support objectives. 3. Banking Domain Knowledge: - Familiarity with banking operations, financial products, and regulatory requirements. - Understanding of banking security standards, such as PCI DSS and data protection regulations. 4. Soft Skills: - Strong problem-solving and analytical skills with the ability to prioritize tasks in a fast-paced environment. - Excellent communication and collaboration skills, with the ability to liaise between technical teams and non-technical business users. - Ability to work under pressure and manage multiple high-priority issues simultaneously. Immediate joiners are required. Show more Show less
