Application Support Manager

Job Description

The Role Responsibilities

• The role will be responsible for handling the Support for the ATM Switch, Debit Cards & Scheme Recon process. The job title will be [JR ROLE]
• Build effective relationship and partnership with the business stakeholders to support their technology needs.
• Responsible for ensuring availability and reliability of all production applications aligned with his/her subset of applications within a line of business supported by his manager
• Be an excellent team player & have very good techno-functional knowledge.
• Should be open to receive both positive/ negative feedback from the stakeholders & constructively work on the loopholes in the areas of concern
• Problem/Incident Management, Pro-Active/Preventive Maintenance, Change/Release Management, DR/BCP Management, Risk & Audit Compliance, Obsolescence / Capacity Management, Documentation, Management Reporting, Stakeholder / Vendor management, People Management / Training.
• Monitoring, Secondary Application Support, patches movement and data base activity in application for multiple countries.
• Supporting the application which is being used for ATM Switch / card production.
• Primarily responsible for the stability of the production system
• Providing end-to-end support to ATM s, that even includes periodic checks for any errors in the ATMs, and taking the necessary measures.
• Supporting the Visa file settlement and batch processing
• Quality check on Disk memory by constantly monitoring backup logs .Disk memory space are cleared and verified. Solving the day to day issues which are happening in the production setup.
• Administering Vendor teams for ATM SWITCH looking at transaction flow between the ATMS and SWITCH, branch and ATMS, tracking of networking, disk space for space management, and tracking of allied branches and VISA, MASTER and Local Switch transactions. Verifying all the reports and data file submitting to the Bank.
• Monitoring the DR site and conducting DR drill activity (Switching over primary to DR and fall back)
• Checking the Connectivity between various interfaces like VISA, MASTER and Local Switch transactions
• Providing secondary support via calls and emails for countries about ATM and application related issues. In case of issues in ATM, requesting the logs from ATM and observing the issue via logs for resolution
• Checking the transaction details using concern logs and liaise with (vendor) for providing the hot Fix for bugs.
• Putting in place processes to identify how we can improve the service to our customers and putting in place measures to check how well we are doing.
• Taking ownership of issues and be willing to work across organizational boundaries and structures i.e. horizontally and vertically.
• Proposing options for our customers to consider including low-tech solutions or workarounds if appropriate and Document Implementation steps with country dependency
• Implement automated sanity check for post implementation verification
• Identify issues in short SPAN of time and explore the issue at base level
• Providing VNC to Project teams for checking or validation of result in production post project and change implementation
• Functional walkthrough provided to explore the implementation steps and identify gaps prior to approval
• To continuously LEAN improve incident, problem, change process and interrelate on each sections
• Primarily responsible for running Continuous Services programs across Retail Banking area.
• Participates in the Incident and Problem Management processes as a resolver accountable for root cause analysis, resolution and reporting.
• Responsible for knowledge management, ensure that resolution steps, preventive actions etc. are well documented and kept for future reference.
• Responsible for adhering to the established process of Incident, Problem, Change and Release management.
• Responsible to proactively identify the risks in the application and manage the mitigation actions.
• Responsible for managing, tracking and timely closure of risks and other compliance related issues.
• Participate in internal / external risks and responsible for timely closure of audit action items.
• Participate in cross-training and knowledge transfer activities within support teams
• Resolve technical issues & manage and resolve severity incidents and update the record in Remedy system.
• Perform production support activities by providing issue analysis and resolution within the specified SLA, depending on the severity of the issue.
• Perform root cause analysis of incidents and maintain repository for future use.
• Coordinate with IT Service Centre for resolution of relevant issues.
• Ensure that back up and disaster recovery plans are executed.
• Coordinate during the SCM process for source management

Strategy

• To be a team player in the PSS squad & contribute effectively to the Team s success

Business

• To manage the Country Business stakeholders efficiently

Processes

• To adhere to the GBS [Country name] nWoW processes

People and Talent

• Extensive knowledge on the ATM Switching technology & pre-dominantly on the ISO 8583 message specifications

Risk Management

• To manage all the existing risks currently present in BAU & work on the mitigation plan

Governance

• To be an active participant in Governance council.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead to achieve the outcomes set out in the Bank s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• Country Technology Management/CSS.

Other Responsibilities

• To complete all the E-learnings assigned & abide by the Group s Code of Conduct policy

Our Ideal Candidate

• Strong Techno functional knowledge on Retail banking applications
• Minimum 10+ years of experience in applications development and / or production support.
• At least 5-6 years experience interacting with internal and external stakeholders / vendors via verbal and written communication.
• Excellent prioritization, organizational and time management skills.
• Demonstrate strong problem solving skills and analytical in problem resolution.
• Team player, fast learner, self initiative and reliable.
• The position will require candidate to be on standby support for non-office hour online or batch incidents.
• Qualification: Bachelor of Engineering/Technology in Computer Science/Information Technology. Experience in Switching technology in any of the MNC/Banks will be an added advantage.
• Years of experience: 10+ yrs

Apply now to join the Bank for those with big career ambitions. To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.,

Keyskills :
application supportslaagreementscrmincident managementcode of conductroot cause analysisenvironmental impact assessmentroot causedebit cardsproject teamsretail bankingchange processrecovery plans