Senior Vice President - Application Incident Management - Bank

One of our Clients, a large Private Bank is looking out for a Sr. VP - Application Incident Management to be based at Mumbai.

Job Purpose:

- The individual would be completely responsible for the management & functioning of the War Room (24/7 ) comprising of large Application Units- Incident Management. The person will be responsible for all the (major) incidents reported tracked and closed.

Qualifications & Experience required:

- The individual should be a B.E/ B.Tech with 21 years experience and above,of which at least 10 years should be focused on Applications Incident Management, being a hands-on person and be able to provide leadership and direction to the team.

- The Job Role demands the person to be available 24X7, a matured individual with a strong Leadership and technical skills as he would be responsible to manage the entire Incident management team.

- Should be able to close and guide the team in case of any outages/ incidents for all applications without delay and also be able to escalate and keep all key stake holders informed at all times.

- The person should be aware of the ITIL Framework.

- Should have a decent understanding of the application stack(Java, .Net technologies or any embedded technology )

- Working knowledge of RDMS concepts and fair understanding of various databases like Oracle (11g above), MSSQL

- Should have a fair working knowledge of Middleware (IBM WAS, Weblogic, JBOSS,IBM MQ etc)

- Should have fair understanding of the Operating systems - Windows, Red Hat Linux and UNIX.

- Should be aware of Security Concepts of Firewall, WAF & Networking.

Job Responsibilities:

- Primarily responsible for handling all S1 & S2 incidents and any incident(s) authorized to be tracked in the War Room. This would involve trouble shooting and debugging such S1 & S2 tickets

- Important aspect of the Job will be managing and carrying out stake holder communications

- Responsible for proactively reviewing the changes/ release which are being moved to production (Forward Change Schedule) for all applications

- Specific areas of infrastructure & Security appliances, whereby changes carried out can carry an impact on the availability or accessibility of the application (Eg. Firewall-upgrades, WAF Upgrades, Core Network Related changes, Changes or upgrades on Load Balancers etc).

- The changes will be reviewed and will be brought to the notice of Incident Management Head for active review and decision making.

- This review would be focused primarily but not limited to Customer Facing and Transaction Centric Applications.

- By virtue of overseeing and managing the War Room effectively, the person will be responsible for creating & updating the Checklists for the War room members on a regular basis and will be responsible for maintaining and effective check on the systems

- The role will be responsible for overseeing and monitoring Hygiene of all the Technology Solutions/ Systems.

- The individual should effectively use the various tools and technologies in the bank for Transaction Quality monitoring and should help build more Key Performance Indicators for a effective functioning of the War room.

- The Entire Technical Support & Service Delivery Vertical will be accountable to work towards the areas highlighted by the individual and will keep the person updated for the tasks assigned to them for specific updates and closures.

- The person will work with the respective ISV- s, OEM- s, Internal & External Stake holders for getting the system up and running with a immediate fix. The person will also consult the application team .In addition the individual is also expected to fix & triage incidents which can be resolved with the help of Knowledge Base.

- The role would be responsible for keeping the Senior Management & Customer Stake holders informed of the incident in hand & expected ETA for resuming Services.

- The person would be responsible for preparing Incident Report, capturing all the RCA's for the S1 & S2 type of incidents & a permanent fix action is assigned to the respective team(s) and is tracked to closure. The person will be responsible for reporting this to the overall Incident Management Head.

- The person will be looking at the reports created by various OEM tools, System health reports of servers and will ensure review by the respective application owners. This will help in effective & proactive monitoring of important parameters like Diskspace, Memory utilization.

- The person will be responsible for reviewing and highlighting incase any parameters are found unhealthy. In his role, the person will also be responsible for suitably addressing it with a proper resolution and closure of these deviations. Where ever specific application Skills are required, the person will work with the respective application team and will ensure that the team closes the actionable at their end.

- Being a Banking Domain, Financial transactions, their quality and success ratio's are of paramount importance.

- The person will be responsible for reviewing the flow path of transactions, check for any degraded performance in any of the component in the ecosystem, keep a watch on the transaction counts for any any abnormal dip or increase in transactions.