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Application Support L1 Lead

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  • Banking & Finance
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Job Details

Manage Service delivery to PAM/TSAM across one or more client organizations to ensure seamless, end-to-end (L0/L1) service delivery from vendor managed services. Escalation Management Point of contact for all functional service escalations. Facilitate RCA/NPL forums with vendor partner to ensure service quality and production stability. Monitor, analyze, report and ensure day-to-day operational execution, control over volume, SLA and process/technology changes Collaborate with CSI & Transformation and vendor partner to ensure execution of service improvement initiatives, operations maturity and implementation of CSAT action items Lead Initiatives to Standardize processes relevant to the work area. Assume ownership of delivering committed efficiency saves from within the competency. Ensure Audit Readiness and act as interface between auditors and managed services to provide quality and on time audit response with proper evidence Manage operational tools/process changes - Ensure controlled entry into production operations through OA process Manage left-shift of work, work elimination, consolidation by coordinating with appropriate stakeholders (RPS and Vendor Partners) Provide local oversight and governance for Pune based vendor resourcesYou OfferBroad work experience with IT Global banking environment.Minimum 7- 10 yrs. of work experience Proven expertise in operational service delivery management for mission critical production environment, preferably in an international/outsourced environment Awareness of ITIL and experience of working in an ITIL oriented operations Strong communication, presentation and negotiation skills. Excellent analytical and problem solving skills with a strong desire to own issues through to resolution Proven team player, strong team leadership skills. Self-motivator who can work with minimum supervision. A believer in continuous improvement of services, processes and operational efficiencyPERSONAL COMPETENCIES Excellent interpersonal and communications skills. Ability to multi-task and work with multiple counterparties across the globe under tight delivery timelines. Proactive Approach & Principled Behaviour Never drops a ball , responsive and quick. Actively identifies, raises and mitigates potential compliance, control or operational issues Partnership & People Leadership Has long term perspective on clients needs. Collaborates closely with clients and stakeholders to develop solutions. Thinks ahead, acts with oversight, co-ordinates efforts to support strategy Professional Skills Can handle complex problems regularly and come up with creative and effective approaches for resolution
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 7-10


Application Programming | Project Leader/ Project Manager | Software Engineer
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