Role & responsibilities

- Define and implement Application Support strategy aligned to NBFC business and IT objectives.
- Establish governance mechanisms, SLAs, and escalation matrices for all production systems.
- Lead, mentor, and develop Application Support team to ensure high availability and strong service orientation.
- Oversee end-to-end support of business applications including LMS, LOS, CRM, Collection, Payment Gateway, Treasury, Accounting, Co-lending and Digital Channels etc.
- Manage incident, problem, and change management processes following ITIL best practices. Maintain complete documentation SOPs, runbooks, incident logs, and knowledge base.
- Drive root cause analysis (RCA) for recurring issues and ensure permanent corrective actions.
- Monitor daily health checks, batch jobs, integrations, and data flows across applications.
- Coordinate with application vendors (e.g., Nucleus, Salesforce, IDfy, Perfios, etc.) for issue resolution, upgrades, and enhancements.
- Review vendor SLAs, performance, and ensure adherence to agreed turnaround times.
- Manage AMC and support contracts, renewal timelines, and vendor escalations.
- Act as the key escalation point for business teams for any production issues.
- Ensure timely communication, updates, and impact assessment for incidents or planned downtimes.
- Work closely with business users, product owners, and development teams for functional alignment and continuous improvement.




- Implement monitoring dashboards, alerts, and proactive health checks for critical applications.
- Publish daily/weekly/monthly performance reports, SLA dashboards, and downtime analysis.
- Drive automation to reduce manual dependency in routine support tasks and reconciliations.
- Standardize processes for release management, deployments, and setting stability.
- Ensure compliance with internal IT policies, regulatory and audit requirements (RBI, ISO etc). Participate in audits, DR drills, and business continuity exercises.
- Track and report key metrics such as incident volumes, MTTR, uptime %, and recurring issues.
- Present improvement plans and highlight risk areas to senior management.

Preferred candidate profile

- Bachelors or masters in computer science, IT, or related discipline.
- Strong knowledge of NBFC domain processes Lending, Collections, Payments, CRM, Treasury, Accounting, Co-lending etc.
- Hands-on understanding of key platforms such as Nucleus LMS, Oracle Fusion,Salesforce, or similar systems.
- Sound understanding of APIs, integrations, middleware, and database performance.
- Expertise in ITIL processes and service management tools (ServiceNow, Mange Engine etc.).
- Proven ability to manage vendors and internal cross-functional teams.
- Excellent communication, analytical, and problem-solving skills.

📌 Head- IT Application Support (Rajasthan)
🏢 SK Finance
📍 Rajasthan