Primary Expertise in people management, stake holder management and leadership skills Should be hands on in managing Payments application (NEFT, RTGS, UPI, IMPS, ATM, POS and other third-party products – customer facing applications in the Bank environment In-depth knowledge in all payment applications and other integrated applications like CBS, Internet and Mobile banking. Mastery of ITIL (Information Technology Infrastructure Library) principles and beset practices of ITSM (IT Service Management) In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery Ensure high quality deliverables, handle complicated escalations, and ensure highest customer experience. Taking ownership of critical incidents, coordinating with resolution parties, resolving all the incidents & service requests within established TAT and SLAs, establishing effective communication between stakeholders for post-incident reviews Ensure high availability of the Payment application Applications and technical decline is less than 0.5%. Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary Ensuring regular DR drill is done with less RTO. Developing a deep understanding of projects to gain insights into the scope of service delivery Accountable for service delivery performance, meeting business / end user expectations, and driving future demand Analyze third-party as well as internal processes, and creating strategies for service delivery optimization Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades Providing accurate and regular reports to the management on performance of the service delivery Leading personnel management, including staff recruitment, performance assessment, training, and mentoring Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
Compliance / Regulatory Facilitate all business verticals and IT infra teams across all verticals to carry out BCP simulation / DR drills as per approved schedule Ensure compliance to all regulatory norms/guidelines issues on regular basis at Bank level by providing guidance, checks & evaluation of the findings to bring them to the closure and reviewing the impact of implementation of the compliance obligations of the regulatory guidelines Maintain an MIS of all the incidents & service requests raised by end users, branches with RCA findings on incidents, provide consolidated review findings on S1 & S2 incidents Appraise all the stake holders & functional heads the level of compliance and failures, if any, so that prompt/corrective action is taken Conduct weekly & monthly reviews with vendor support teams on implementation of the required service improvement measures in internal procedures as formulated from time to time Submit the report on breaches/non-compliances immediately to the vertical heads Conduct timely follow-up, documentation and status of action plans, open issues identified during service quality assessments with respective vendor support teams Maintain a database of incidents raised and fixes given with RCAs Customer Accountable for service delivery excellence, meeting business / end-user expectations and driving future demand Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments Responsible for the Test of Design and Test of Operating Effectiveness through IFC testing.
Internal Process Experience in dealing with third-party-provided services Operational ability in a diverse, large-scale environment Exceptional end user management skills Strong organizational skills Ability to manage and prioritize tasks efficiently Solid resource planning and problem solving skills Readiness to demonstrate a proactive attitude Excellent verbal and written communication skills
Learning & Innovation Updates self with prevailing regulations, notification, circulars and guidelines of the regulators and statutory bodies, and disseminate the information regarding new regulatory developments Conduct appropriate trainings/workshops pertaining to IT Service Management relating to Channels Applications. Ensure adherence to training man-days/ mandatory training programs for self. Capacity to train and guide junior team members Ensure goal-setting, mid-year review and annual appraisal process happens within specified timelines for self and team |
