Service Operation Manager (SOM)

Service Operation Manager (SOM)

He is responsible for the whole lifecycle of incidents, from tracking to monitoring to escalation and resolution of all incidents until closure.  He will act as the Incident Manager and own the process of daily production support and incidents management.

In addition, he will ensure that all scheduled activities for production support such as daily health checks, daily shift change reports, daily incident monitoring meetings, monthly incidents tracking meetings, quarterly policy updates and domain trainings, etc. are carried out and completed on time without deviation.

He will manage a team of Shift Managers and Production Support Managers, Leads, Analysts and Engineers responsible for providing Level 1, 2 and 3 application support activities for groups of related applications in different technology areas.

He must have experience in managing production support of mission critical applications regionally or globally on a 24x7 basis. 

Key Focus Areas:

SLA Management
- Define service level metrics for each supported application

- Ensure that all service level metrics are met or exceeded to meet customer’s expectation and business objectives

- Ensure that the knowledge base is accurately captured and constantly updated

- Ensure that the SLA information is effectively communicated and in a timely manner
- Ensure that the SLA framework is clearly delivered and consistently maintained.

Customer Interface
- Ensure that right channels of communication are available to the customer operationally
- Ensure that all new deliverables are planned, executed and tracked
- Act as the single point of escalation for all application support issues
- Ensure that Customer has timely and accurate production information necessary to make key strategic decisions

- Act as the Incident manager for all severity 1 and 2 incidents

- Perform trends analysis and propose areas for improvement to processes and systems 

Resource Management
- Ensure that Role and Workload Analysis is done before assigning job
- Play first Level recruitment role for all standard positions

- Control Attrition Rate

- Plan and ensure knowledge retention

Escalation Management
- Define the issues escalation process for each application support

- Ensure that all escalations are managed to meet and exceed the SLA

- Ensure that all escalations are carried out according to the defined process and follow the correct channel
- Make escalation management effortless by seeking constant improvement in the escalation process

Resolution Management

- Define the issues resolution process for each application support

- Ensure that all incidents are resolved timely and with quality to meet and exceed the SLA

- Make resolution management effortless by seeking constant improvement in the resolution process

Domain Skillset:

One or more of these domain experiences is essential

1) Trade financing, Letters of Credit

2) Payment and Collection Systems via funds transfer, telegraphic payment, GIRO, cheque, swift, etc.

3) Data Warehousing System

4) Securities, Custody, Funds Management

Technical Skillset:

One or more of these technical competency is essential

1 Java/J2EE, Oracle PL/SQL, UNIX, Weblogic, Websphere

2 MS .NET, MS SQL

3 Mercator

4 TIBCO

5 IBM COBOL VSAM, DB2

Please send your resume to PMIT@enggsol.net; mention the position title in the subject line

Account Director

Primary Purpose

The Sales Manager is responsible for meeting sales quota and managing the sales team, identifying and developing opportunities for growing revenues for the organization. She/he is expected to understand the competition in the market and contribute to development of competitive strategies and ensure that the sales team is motivated to meet targets. Additionally, he/she needs to monitor revenue and expenses and ensure customer satisfaction.

Responsibilities

Communicate strategies to appropriate field/sales personnel to obtain required support and coordination and lead sales team to achieve sales target

Generate regular reporting, summaries and analyze the sales performance periodically

Develop a deep understanding of the client's business and requirements

Develop a deep understanding of competitor's positioning and determine ways to displace them

Develop, present and sell the value of proposition. Draft the sales proposal with technical accuracy of the proposed products and services, when engaged for a specific opportunity

Please send your resume to PMIT@enggsol.net; mention the position title in the subject line