Service Operations Manager

Service Operations Manager

Job Responsibilities;

Responsible for the whole lifecycle of the 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.

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 in time witout 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 the application support issues.

Ensure that customer has timely and accurate production information necessary to make key strategic decisions.

Acts as the Incident Manager for all severity 1 and 2 incidents.

Perform trend 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

Trade financing, letters of credit.

Payment and Collection systems via funds transfer, telegraphic payment, GIRO, cheque, swift, etc.

Data warehousing system

Securities, Custody, Funds management.

Technical Skillset:

One or more of these technical competency is essential:

JAVA/J2EE, Oracle SQL, Unix, Weblogic, Websphere

MS .Net, MS SQL

Mercator

TIBCO

IBM Cobol VSAM, DB2.

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