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Support Manager Technology Services

4.00 to 6.00 Years   Chennai   13 Sep, 2019
Standard Chartered Bank Ltd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryEducation / Training
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

  • Logging, Co-ordination & escalation of issues and incidents - logged in Remedy
  • Track incidents and provide regular updates to users on request status and progress.
  • Trouble shooting log file investigation and extract details for review
  • Follow escalation procedures during outages and ensure root-cause analysis is performed.
  • Trend analysis, Incidents resolutions, Root Cause Analysis and Regular Reporting to identify areas for review for improvement
  • Supply agreed metrics, KPI s and trend reporting
  • Oversee End of Day batches and troubleshoot to resolve failures.
  • Escalate issues with any delays from upstream applications
  • Escalate issues to the 2nd / 3rd line teams to keep within SLA.
  • Act as a co-ordination point where there are complex / multiple areas affected by an incident / issue
  • Ensure all new deployments have supplied correct documentation and training
  • Maintain the support documentation to ensure all areas in scope are current and accurate
  • Proactive approach to technology related activities
  • Highlight user training and education needs.
Our Ideal Candidate
  • Bachelor s degree or equivalent
  • Should have relevant experience in systems and users support for the Banking industry.
  • Strong team player, effective in communicating internationally and used to working closely with clients.
  • Ability to work under pressure and deliver excellent results.
  • Ability to multi task and work across different applications supported.
  • Strong verbal and written communication skills.
  • Must be a quick self learner and possess ability to work remotely and independently.
  • Demonstrated proficiency in at least 3 of the following:
    • UNIX
    • Oracle (11g or higher)
    • DataStage
    • PL/SQL
    • Scripting languages
    • Control-M
    • Tableau
  • Candidates with knowledge in Moody s Product would be highly preferred.
  • Knowledge of multi tier systems in general (Application server, middleware, backend)
,

Keyskills :
sales sla customerrelations rootcauseanalysis rootcause usertraining writtencommunication echnicalsupp supp tdocumentation

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