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Lead - Support Professional

Gurgaon, HR
Job Code:
  • Banking & Finance
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Job Details

The Specialist AreaPurpose of the Role To ensure availability of applications by adhering to SLAs, managing service delivery, developing processes to monitor risks and resolve issues, and personal involvement when required.To build a satisfied customer base by pro-actively managing escalations, ensuring timely turnaround if user queries through prompt and effective communication and reporting.To ensure applications are fully compliant by adhering to processes and security compliance as mandated by standards.Manage system incidents providing timely escalation/recovery actions and management communication.Flexible to accommodate time-zones as teams are geographically dispersed and support activities are 24*7 and manage different shifts and weekend support.Provide a proactive approach to supporting the production environment including presenting ideas & process improvements to automate manual tasks and reduce the team workloadThe ResponsibilitiesActivitiesReporting into the Test Manager, the applicant will be responsible for the followingKey deliverablesComplete ownership and accountability for production support applications for SGL in production.Lead and develop team of Analysts and Associates ensuring 1st Class Service Delivery at all times.Define, lead and continually improve a robust and compliant Support and Operating model for all development and production support activity.Provide guidance to the team on managing high severity issues, communication, prioritization of issues, process definition and adherence e.g. configuration management, rollout, etc., work with key stakeholders in the business, development, and IT platform teams to resolve any bottlenecks, provide advice on resiliency, quality, stability, and performance.Engage adequately with the Development teams to ensure a seamless transition from Dev to Support, understand Support pipeline, and share common problem tickets so as to improve development quality and process.Engages with multiple upstream/downstream teams and be able to analyze challenges/issues, prioritize, troubleshoot and spearhead discussions.Develop/Refine a Support Dashboard to share KPIs/ key results areas, e.g. Support Metrics, overall productivity, and cost reduction.Ability to interact with technical and business executive leadership and operational staff and act as a Thought PartnerPeople ManagementBuild, lead and manage a team of Analysts and AssociatesTake ownership for the performance management, talent management and succession planning for the teamCoach and mentor a team of Analysts & Assiciates.Conduct daily huddles for the units, monthly one-on-meetings to identify employee engagement issues and action planning.Work with Manager on employee engagement initiatives, rewards and recognition activities for the teamLead Training needs analysis as per skill matrix and Personal Development PlansResourcing and adequate capacity and capability available at all times for effective deliveryManage hiring activities for the team as per defined competencies and skill-setsBring drive, energy and enthusiasm to any particular initiative, inspiring others to continually perform at the bestThe Requirements Person SpecificEssentialExperience in leading a team and handling people issuesProven experience of strong relationship management and stakeholder engagementDesirableKnowledge of ITILKnowledge of front to back trading systemsWorking knowledge of SoX control frameworkExposure working with large investment bank will be preferredQualifications MCA or B tech Technical CompetenceFoundationUnixOracleSQLCompetenceUnderstanding of Financial architecture, systems and processesKnowledge of the banking General Ledger systemUnderstanding of accounting flows & entries and its impact on financial statement.ExpertExcellent Analytical skills & Route Cause Analysis.Proficient in use of analytical tools and structured analysis techniquesKnowledge of Unix/Oracle and writing SQL queries Experience of working within a project environment with a proven ability to lead a team and work on their own initiative to deliver optimum businessfsolutionsBasic exposure to and understanding of core systems and databasesProven ability of gathering information from a range of different sources and in a number of different ways, e.g. datacollection, interviews, meetings, review of processes, manuals, documentation reviewExperience of working in a technical environment Manage Post Incident Reviews and conduct Disaster Recovery tests
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-6


Database Administration (DBA) | Project Leader/ Project Manager | Software Engineer | System Analyst/Tech Architect
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