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Team Lead- Support

Gurgaon, HR
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  • Banking & Finance
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Job Details

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 16*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 workload Manage Post Incident Reviews and conduct Disaster Recovery testsThe Responsibilities ActivitiesJob holder is expected to manage the support team and mange service delivery in an efficient manner.Key deliverablesKey roles & responsibilities of this role will includeComplete ownership and accountability for production support applications for CBDM 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 PartnerEnagage and take ownership for rollout of new initiatives driven by RBS such as SNOW, AGILE and DevOps.Scope of the roleThis is a Senior role (AVP) reporting into Head of CBDM- FAFT India.The individual will be engaged in managing the overall Support for the CBDM suite of applications. The individual will also be responsible for support, maintenance and delivery of technology services related to the respective business lines. As a key interface to the Infrastructure and Development teams, this role will ensure that the business teams receive the services required from technology. Individual will also be responsible for interacting with relevant stakeholders in project teams to review/analyse organisational requirements, identification of risks and the ultimate roadmap.This role demand individual to make sure all tools and platform are available across different time zone and any issues raised by business needs to be addressed effectively. Role also demands focused relationship with business users.People ManagementBuild, lead and manage a team of Analysts and Associates Take ownership for the performance management, talent management and succession planning for the team Coach and mentor a team of Analysts & Associates. 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 team Lead Training needs analysis as per skill matrix and Personal Development Plans Resourcing and adequate capacity and capability available at all times for effective delivery Manage hiring activities for the team as per defined competencies and skill-sets Bring drive, energy and enthusiasm to any particular initiative, inspiring others to continually perform at the bestThe RequirementsPerson SpecificEssentialExperience in leading a team and handling people issues Proven experience of strong relationship management and stakeholder engagement Experience of working within a project environment with a proven ability to lead a team and work on their own initiative to deliver optimum business solutions Basic exposure to and understanding of core systems and databases Proven ability of gathering information from a range of different sources and in a number of different ways, e.g. data collection, interviews, meetings, review of processes, manuals, documentation review Experience of working in a technical environmentDesirableKnowledge of ITIL Working knowledge of SoX control framework Exposure working with large investment bank will be preferred
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: 2-5


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