Application Support Manager

Skill:

• Candidate should be an Engineering graduate or Masters in Computer application
• Minimum 10 years of experience in IT project management preferably in BFSI setup.
• Candidate should have the knowledge of the cloud technologies, ecosystem and interfaces.

Job Description:

•  Manage and lead a team of DC application support team leads at data center
• Review and monitor the application support tickets, calls and emails are responded on priority
• Ensure that all the critical activities of EOD, SOD, market operations etc. are completed as per the schedule
• Review and monitor that all the interfaces with internal systems and external entities are up and running at all the times
• Review and monitor that all the transactions in the system are processed successfully
• Resource allocation for support of different types of functions in UAT and in Production
• Support the helpdesk team in collaborating with the engineering team for getting the solutions to the bug fixes and CR releases
• Ensure that all the processes of software release management is followed at the time of CR deployments in the Production system
• Ensure that all the required documents are shared to the bank for any release to the Production systems
• Prepare and execute the POA for all the major activities which includes commercial bank’s EOY, HY and annual closing & EOM activities
• Front end the critical application level support with the customer and the banks
• Ensure that the incidents in the system are closed on priority with minimum impact to the users and the banks
• Review and monitor the on-boarding of the governments and banks as per the agreed SOP in coordination with bank.
• Extend support to the UAT for RO users, banks & governments
• Extend support for performing the VAPT and completing its compliance for the CR/application based on the bank’s policies
• Prepare and share weekly report for the activities done in the application, number of tickets raised and closed during the week, incidents occurred during the week and any critical exceptions in any of the application of CBS, QPX and QCyM
• Prepare and provide RCAs for all the critical incidents which occur in the system. Follow up and get the preventive fixes and the permanent fixes applied in the system on priority
• Organize for the training of the new support resources on the different modules of the application
• Liaison with the other teams at DC for organizing of the interface systems based on the requirements from the bank
• Liaison with the customer support lead and the infrastructure leads to plan the critical activities of the project viz. DR exercises, new project setups, EOM and EOY activities etc.
• Manage the escalations from the bank on the response and resolution of the issues.