Delivery Manager - Cards Domain

Exp : 9 to 20 yrs

Job Description

Job Purpose and Background/context :

- Managing a 24x7 team of skilled resource providing end to end support for the cards issuing and acquiring platform for a leading bank in the Caribbean region. Support scope extends to Application Production Support, Batch Support, Database Administration, Project Management, Networking Administration & OS Administration (Linux)

Key Responsibilities :

- Ability to understand and gauge customers- need for changes and problems on the Core Cards Processing platform

- Ability to manage the core cards processing vendor on behalf of the customer.

- Understanding of technology Infrastructure and Database for the cards platform.

- Tech Stack - VPN & MPLS Networks, Red Hat Linux, Oracle Enterprise Linux and Oracle DB.

- Manage all Sev 1 incidents for the customer and curtail any escalations with the help of respective team.

- Attending client/user meetings, understanding requirements and implementing improvements.

- Effectively monitor, control and support service delivery, ensuring organizational compliance systems, methodologies and procedures are followed

- Work closely with client / internal stakeholders for the contract/SOW renewal and to define / revise SLAs

- Manage the performance of services to clients as per agreed contract and ensure that SLAs are achieved.

- Being a banking client, ensuring organizational audit compliance systems, methodologies and procedures are followed - thus ability to lead various audits and effective gap closures.

- Build and maintain client relationships ensuring higher client satisfaction

- Produce management and account performance reports as per agreed timeline

- Attending periodic client meetings, understanding requirements and implementing improvements.

- Managing team effectively to ensure high team morale resulting into employee satisfaction

Person Specification :

Knowledge/Experience :

- Should have 4 -6 years- experience in working in the Cards Domain both Issuing & Acquiring platforms with a understanding of Networks such as Visa /MasterCard & Discover/Amex

- Should have 3 - 5 years of experience in a critical banking application production support role mainly in handling Sev 1 / 2 incidents.

- Should have at least 3 years of experience in Project Management.

- Should have prior experience in managing multiple team leaders

- Should have team management / retention experience

- Should have Client Management experience

- Understanding of Six Sigma methodology, possibly Green Belt certified preferred

- Achieving productivity improvement targets

- Transforming and growing the business

- Developing strong relationships and teams

Competencies / Skills :

- Excellent customer service, communication and presentation skills.

- Preferred - ITIL V3 & CCNA Certified resource

- Project Management - Should be able to work with Microsoft Projects

- Training, Coaching and counseling skills with Active Listening skills

- Good Team Management Skills

Other Factors :

- Should be comfortable working in staggered hours / weekends

Shelly Chaudhry
Wizecareers Consultants
www.wizecareers.com
http://in.linkedin.com/pub/shelly-chaudhry/12/457/a11
09703957543