JD: Technology Operation - WHOLESALE Banking
The Team:You will be joining a highly seasoned team of Wholesale Banking Application Support under Run-The-Bank initiative to deliver Engineering and Technology Application Support Excellence for Kotak Banking Wholesale Banking and Trade
Basic Qualifications:Individual should have Bachelor of Engineering/Technology OR Masters in Computers OR Bachelor of Computer Science with 3+ years or experience and having 5+ years of experience in Production Support or a similar role within a banking or financial services institution, Managing a diverse end to end Application support.
- Previous experience leading a team of Technical (L2) application support professionals
- Experience debugging complex problems and view problems as an opportunity to improve
- Provide attention to detail to design, problems, kpi's, demonstrate ability to stay focused during critical production events and champion resolutions.
- Major incident management experience (Crisis and P1 management)
- Previous experience in liaising with vendors, development, infra teams for the root cause analysis and Post incident reviews.
- Good technical knowledge of PFMS /Govt Banking and/or any of the Corporate/ Wholesale banking Application and Trade Finance will be good to have
- Candidate must be self-sufficient, driven, energetic with passion for technology, provide excellent customer support service, and have patience to work with users with different levels of technical knowledge
- Able to operate under pressure and in time sensitive support environments.
- Have a software-centric mind-set and capable of understanding the full software stack - and beyond.
- Embrace automation over manual effort
Responsibilities:
- Managing Montron Applications like PFMS, Nach, Xcrow, Trade Finance Application -Ti Plus etc or Corporate Application like Cash Management System (CMS)
- Ensuring application support coverage 24 x 7, release management activities.
- Ensuring that SLA's are met.
- Incident Management - Resolving logged IT incidents in order to restore service as quickly as possible using technical knowledge. Escalation of tickets to other technical teams as required
- Problem management - Identify incident trends creating problem tickets to ensure root cause is identified.
- Management of major incident. Reviewing and approving major incident notifications to business partners.
- Dealing with escalations in a timely manner to ensure issue is resolved.
- Approving, Reviewing technical knowledge base documents to be used within the team
- Work with internal stakeholders to identify and implement process improvements and automation opportunities.
- Working with external vendors to resolve service related incidents and reviewing published root cause analysis reports.
- Collaborate with other departments within the bank to ensure the smooth functioning of Channel operations
- Work closely with other IT teams, CTB teams, BSG Teams to implement system upgrades, patches and enhancements to systems
- Maintain accurate and up-to-date documentation of system processes and procedures
- Identify opportunities for process improvement and automation within Channel operations
- Experience in execution of DR for the entire suites of applications.
- Server maintenance, monitoring, health checks, restarts, and BAU operational work
- Change and release management co-ordination
- Ensure compliance with regulatory requirements and internal policies and procedures
- Provide engineering solutions for operations problems, develop smart detection capable of predicting system stress & auto correct through metrics analysis and remediation strategies.
Experience and proficiency with a variety of System tools including:
Core Expertise:
- Knowledge of SQL Query languagevery important and a Must have
- Knowledge of troubleshooting & supporting applications running on Linux Windows server OS, required.
- Good Knowledge of infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers)
- Minimum 1+ year of experience across UNIX, Database, Cloud. Demonstrate a good understanding in their technical area
- Knowledge on web services SOAP/REST and Tomcat is a plus.
- Knowledge in previous application in Front End Stack such as HTML, CSS, Javascript, Angular. Backend stack such as Python, Java, C#, Application Security, MFA, Devops, API's, Cloud servicesis optional but beneficial to have
- Exposure to industry standard ITSM tools (ServiceNow and Remedy strongly preferred)
- Experience with monitoring and observability such as with Appdynamics, Dynatrace, Splunk, Graphana or similar
- Good understanding of ITIL methodology (ITIL certifications preferred) with proven operational experience in previous roles.
- Flexible in working outside of core business hours at short notice.
Soft Skills:
- Communication is core to the success of this role
- Evangelize adoption and use of tools, processes and technologies
- Lead engagements to encourage collaboration within and across teams
- Showcase roadmap and engagement model to relevant stakeholders through write up, teams groups and webinars
- Create internal training programs for new staff and upskilling of existing team
- Demonstrate humility, trust and transparency in the way we interact with individuals
