Minimum 7-10 years of experience skilled in Program Management or Operations Management with exposure to working for Banking/NBFC sector.
Qualification
B.E./ B. Tech /M.C.A./M.C.S
Reporting To
DGM IT
Summary Role Profile/Job Responsibilities
Key Responsibilities:
1. IT Service & Support Management
- Lead day‑to‑day operations for all enterprise applications to ensure system stability, performance, and availability.
- Monitor application health dashboards and ensure proactive issue prevention and resolution.
- Manage incident and service request lifecycle, ensuring closure within defined SLAs/TATs.
- Identify recurring issues and drive problem management activities to eliminate root causes.
- Ensure alignment to ITIL incident, problem, and change management processes.
- Collaborate with InfoSec teams to monitor and close security incidents promptly.
2. Quality Assurance
- Define operational KPIs and track adherence to service quality metrics.
- Implement continuous improvement programs for application support functions.
- Conduct periodic service reviews and initiate corrective/preventive actions when required.
- Ensure documentation, knowledge base updates, and service continuity plans are current.
3. Vendor Management
- Coordinate with application vendors, managed service providers, and third-party partners for escalations and SLA compliance.
- Review vendor performance and drive governance meetings for service improvement.
- Oversee contract renewals, support agreements, and escalations for major incidents.
- Ensure vendors adhere to security, compliance, and audit requirements.
Skill Sets Required
- Program Management:
- Ability to manage multiple applications, projects, and support initiatives simultaneously.
- Robust planning, prioritization, and stakeholder management skills.
- Quality Assurance:
- Proven experience in defining a
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