Team Member- IT Apps RTBSUPPORT SERVICES -Applications - RTB

Job Role:

This role takes responsibility for end-to-end production services across all systems during night and managing the Night support team and vendor teams:

·         Basic Technical Skill in Application support including  Java, IBM WebSphere Application Server, JBOSS, TOMCAT, IIS , HIS is good ot have

·         MUST have experience in Oracle, PLSQL, OS level COMMANDS– Windows/Unix (IBM AIX/LINUX).

·         Service Management – Incident, Problem and Vendor Management.

·         Experience in production support must.

Job Requirements:

·         To take end to end responsibility for the management of technology production services in the night across all systems.

·         Be accountable for all aspects of production support L1 and L2 scope. Be the point of contact for and escalation of service issues.

·         Ensure that all technology and business areas work as a team for timely resolution of production issues, ensuring relevant communication to business as necessary.

·         Manage support team size of 8 people.(vendors)

      Measures:    Attainment of service levels, improved resumption times, customer satisfaction.

·         Ensure end-to-end root cause analysis and trend reporting for production issues is carried out and meets business and technology requirements.

·         Take accountability for the operation of efficient, cost effective and highly resilient production systems (applications) . Ensure business satisfaction is measured and reported on.

·         Evolve the mindsets of Support teams to become passionate about service excellence.

      Measures:    Service improvements implemented, zero repeat incidents, service oriented production staff.

·         Ensure clear articulation of risks, solutions and consequences to senior management.

·         Work with other IT Senior Managers to ensure adequate acceptance processes are in place to manage technology change.

·         Measures:    Issues identified & mitigations in place, Solution oriented.

·         Need to be available for Floor support and escalations during weekend / holidays as well as rotational night shifts.

Personality Traits:

·         Good Technical Knowledge, preferred BE with 3-4 years’ experience

·         Good vendor management and people mgmt

·         Communication – Written and spoken to be good