- Needs to lead/manage daily Incidents, Problem and Change management, MIS/SLA & communication and are responsibilities for ensuring the complete support. Specific responsibilities include:
- Robust understanding of Technologies including Cloud
- Accountable to drive daily incidents to early closure with proper RCA.
- Initiate and drive review of Root Cause of each incident. Need to make sure all action items are recorded and tracked till closure.
- Interface with all deliver and operation verticals and platform lead to optimize all incident/change basis on recurrences.
- Track ALL Incidents, RCA & Changes and escalate appropriately to leadership.
- Act as a point of escalation for KPI breach of any incident/RCA/Change.
- Responsible for preparations and publishing the proper RFO/RCF/RCA and Detailed plan for long standing incidents.
- Drive all Sev1 & Sev2 incidents and Monitoring all SMS/e-mail Notifications till closure and check the compliance with respect to the closure as prescribed in the process
- Technically audit all RCAs and track action items till closure.
- Drive all process improvements and also manage audits till closure of open items
- Manage all changes and notification through SMS/e-mail from quality and timely perspective.
- Publish daily/weekly and monthly dashboards
- Identifying areas for improvement using key measurements and drive same.
- Reviewing business justifications for Priority incidents
Education:
Minimum Bachelor of Engineering.
Experience Requirements
15+ years of relevant industry experience in which minimum 10- 12 year of experience should be as a technical, operation & service management or similar profile in technical delivery environments.
Technical Skills
- Understanding of Application and infrastructure in Financial Services and dependencies on each system/application
- Technical knowledge of Infrastructure (OS, Middleware, Database and Network)
- ITIL Intermediate/expert Certification
- ISO 2000/BS15000 knowledge or having implemented