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.
Requirements
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.
