The Modern IT Application SupportManager provides leadership, planning, prioritization, scheduling, reporting, and effective execution of the modern advancedCloud Banking application maintenance and support services. Leads and drives SRE,Infra, Level 1, and Level 2 production incident and problem management processes. Maintain end-user client relationships, while respondingto both critical and routine application support requests, and coordinating withother product vendors support as required.
Key Responsibilities:
- Provide SRE, Infra, Level1 and Level 2 production support and manage incident resolution against established SLAs
- Maintain detailed and up-to-date documentation of issues, resolutions of the solution procedure
- Maintain and update application configuration including user security as needed to meet the business requirements
- Manage service requests to fulfill business and product support requests
- Communicate planned/unplanned outages.
- Plan and ensure timely housekeeping and Infrastructure maintenance activities to support Application health
- Create/update support procedures and ensure proper maintenance of standard operating procedure (SOP)
- Prepare and provide operational and performance dashboards for KPI trending and reporting
- Coach and oversee work and project coordination within the Applications Support team
- Track and report on metrics for tickets assigned to and handled by the Application Support team;
- Build and manage the IT Application Support Teams roadmap.
To qualify for the role, you musthave:
- 10/12+ years of experience managing production support of mission-critical Modern Cloud IT applications
- Experience of managing critical application support on any major cloud platform
- Knowledge of Backbase Banking solution preferred
- Well-versed in Cloud Infrastructure management.
- Understand and remediate complex issues and topologies of large enterprises grade deployment.
- Comes from an application development background and experience on any major cloud infrastructure
- Preferably with working experience and knowledge of the Banking Solutions
- Managing a large team of 15+ team members
- Excellent leadership qualities to engage and manage stakeholders
- Self-motivated and thrive in a demanding work environment
- Strong written and verbal communication, interpersonal, presentation, client service and business writing skills
- Good understanding of ITIL concepts and terminologies.
- Good Understanding of all the latest technology stacks and cloud t echnology
- Demonstrable experience as a manager managing the application support team.
- Ability to manage code migration, document configuration changes, and monitor performance.
- Exceptional ability to provide front-end support to internal departments and clients.
- Exceptional communication skills.
