Senior Manager - App Support ITSM

About the company

At SBI Card, the motto Make Life Simple inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

What s in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

The role is responsible to manage IT operations support, handle critical incidents and manage operations for all internal apps/SBIC website/SBI Mobile App.

Role Accountability

1. Manage vendor partner teams to ensure that the L1/L2 tasks for the managed applications are running smoothly and SLAs for the service delivery operations are maintained
2. Ensure enhancements and bug fixes are done for the existing applications and work on setting up new applications via completed app/partner onboarding life cycle
3. Ensure 247365 monitoring HUB is running and any proactive incidents/alerts are handled timely as per agreements
4. Oversee day to day IT Service Delivery and working with Application Support FPRs to ensure effective and timely service delivery, with a focus on meeting all KPIs
5. Identify single point of failure (SPOF) in existing systems/services to ensure to work with related app/infra owners to setup high availability & resiliency
6. Conduct monthly risk assessment for all managed processes, along with the risk analysis for upcoming projects
7. Evaluate new technologies and latest industry trends to identify areas for improving user experience across the your platforms.
8. Build measurement metrics through customer feedbacks
9. Ensure automation of the manual tasks and reduce the outages in the system
10. Ensure adherence to regular process documentation practices in compliance with the process guidelines

Measures of Success

1. No P1 and repeat incidents in the service delivery domain
2. Adherence to operational SLAs
3. All Compliance metrics to be above the defined threshold values
4. Vendor Productivity
5. Voice of customer from stakeholders
6. Cost efficiency

Technical Skills / Experience / Certifications

ITIL v3, Service management admin experience

Competencies critical to the role

1. Teamwork and Collaboration
2. Problem Solving
3. Stakeholder Management
4. Customer Orientation
5. Process Orientation

Qualification

Beach or equivalent from reputed institution

Preferred Industry

NBFC / BFSI Industry / IT Infrastructure