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Support Manager, Online & Mobile Banking PSS

5.00 to 10.00 Years   Mumbai City   21 Oct, 2021
Standard Chartered Bank Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

  • Production support ( Shift & Weekend Support)
  • To resolve complex (L2) problem tickets.
  • Perform monthly trending on the root cause of tickets and provide sound resolutions to eliminate repeat problem tickets.
  • knowledge to handle problem tickets of a more complex nature.
  • Effective engagement with Country CTM/TSM for any critical issues.
  • Ensure RCAs are performed for high severity issues.
  • Provide timely workaround solutions for failing issue pattern which requires source code fix.
  • Closely track of Digital Certificate expiry and timely renewal of certificates and implementation
  • Responsible for technical support, maintenance and documenting technical specification as part of a Production Support Team.
  • L2 & L3 support with IAD (Impact analysis Document) preparation
  • Participate in DR activities
Processes
  • Incident Management
    • Manage High Severity Incidents and participate recovery activities
    • Manage Customer impacted non high severity Incidents and recovery activities
    • Prepare Impact Analysis for all incidents
    • Define incident action items and follow-up for closure
    • Manage application availability with defined outage and ensure SLA compliance
    • Perform routine Application Health checks
  • Problem Management
    • Root cause analysis for high impact incidents
    • Defining Preventive actions
    • Follow-up on preventive action implementation and closure
  • Change Management
    • Review all application changes and assess the impact
    • Review all infra changes and assess the impact
    • Review all interface changes
    • Implementation of changes in production
    • Verification of application health and availability
    • Knowledge on ITIL practices
Governance
  • Continuity Management
    • Document new operating procedures based on new configuration deployments
    • Review and correct the existing Disaster Recovery Plans
    • Review and correct the existing BCP plans
    • Execute DR plans and ensure RTO SLA achieved
    • Create Action Plans for the DR improvements and follow-up for closure
  • System Maintenance & Stake holder management
    • Execute Application Maintenance when needed
    • Periodic SLA review and identify system improvement plans
    • Prepare and amend application monitoring scripts
Key Stakeholders
  • Customer Care Unit
  • Country Business
  • Other Technology Stakeholders
  • Data centre teams
Our Ideal Candidate
  • Bachelor in IT / Computing or Higher.
Apply now to join the Bank for those with big career ambitions. To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
salestechnical supportslacustomer relationsdeliveryroot causeimpact analysisdisaster recoverypreventive actionproduction supportsystem improvementapplication monitoring

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