Production Support Shift Manager for Banking Application Project

Production Support Shift Manager for Banking Application Project

Job Responsibilities:

Responsible, together with other Shift Managers, for the 24x7 management of 6 Service Desks (which support 48 applications including a number of mission critical and complex payment systems) in 17 Asia Pacific countries within an ITIL framework. 

Direct and manage day to day functions of Level 1 Supports from the Service Desks including Incident Management and Event Management, and work with other PS (Level 2 and PS Manager) for example in Problem Management to ensure the timely delivery of services, covering Health Checks, Shift Handover, EOD, and Month-end Update, among others.

Ensure stable and sound PS services while providing delivery of mission critical services to client base within documented Operating and Service Level Agreements. 

Provide escalation including activation of Crisis Management Team for Severity 1 incidents and other high impact incidents (as it might be the case).

Provide operational coordination, including that of Development and Production Supports, for production cutovers.

Interface with all levels of management throughout the corporation in establishing and providing these services.

Manage critical production problems including those significantly impacting operations or external customer experience to full resolution and maintaining open communications with impacted parties during remediation.

Ticket Trend Analysis for internal SLA reporting.

Job Requirement

Essential Skills(Business Domain / Managerial/ Soft skills)

Minimum 12 years information technology processing experience in a large scale multi-platform environment.     

Minimum 10 years information technology management experience in a large scale multi-platform environment.

Exceptional knowledge of large scale, complex, mid-range, mainframe application/infrastructures and operations.

Core knowledge of large scale complex distributed infrastructures and processing.  Thorough knowledge of scheduling software, ticketing systems, and other data center technologies.

Excellent soft skills are required in leadership, teamwork, and teambuilding; written and oral communication/presentation, decision-making, risk assessment/management and crisis management.

Proven ability to lead a large staff across diverse technologies to achieve organizational goals.  Effective understanding of banking business processing.

Positive thinker, strong leadership skills and the ability to motivate and build teams.

Strong diversity focus.

Desired Skills(Technical / Domain / Managerial/ Language skills)

University degree or equivalent.

ITIL certifications is an advantage.

Previous experience in financial firm, performing similar function as a floor manager.

Shift Requirements– up to 12 hours shift, 3 times a week any weekday.

Interested candidates please send your updated resume to pmit@enggsol.net