Service Manager - Application Support - ITIL - BFSI

We are looking for Application Support-Service Manager position with strong managerial experience for one our client in BFSI domain. Please go through the JD and eligibility criterion mentioned below before applying:

Educational Qualifications:

- Degree: engineering graduation and/or post-graduation

- Any other relevant qualifications/certifications (ITIL - mandatory, PMP - optional)

Relevant Experience:

- 10-12 years of overall IT experience

- 5+ years of IT Operations experience, beside any other role

Functional:

- Ability to support and maintain multiple applications of varying degrees of complexity

- Experience in managing and supporting intra application interfaces and their impact on business process.

- Strong analytical skills and highly motivated self-starter

- Identifies and accommodates cross functional needs in system development/implementations.

- Knowledge of Auto Finance business processes is a plus

Technical:

- Good understanding of the working of lending applications.

- Working experience on web-applications, web-servers and enterprise databases.

- Technical experience (required): Java, Oracle DB 11g, Oracle Web-logic, SQL server, .NET, IIS

- Technical experience (added advantage): FinnOne (product), SAP knowledge.

- Investigate issues/problems by looking into application workflow, logs, tools etc.

- Deploy the patches, upgrades, licenses.

- Ability to understand multiple application interfaces to debug issues related to integrations.

- Good understanding of Databases, querying, backup and restorations, tuning etc.

- Analyze the impact of changes being done to any of the IT components linked to Applications.

- Must be very strong in documentation skills.

Product / Application Support & Maintenance:

Incident & Problem Management:

- Review the issues to understand the impact on business, prioritize the issues and coordinate with IT application leads, vendors and business teams to close them.

- Lead major incidents to closure coordinating with IT application leads, vendors and business teams

- Ensure regular periodic maintenance activities like applying license, patches, upgrades, archiving & purging, fine tuning, backups, running batch jobs, house-keeping activities are planned, scheduled and executed on-time.

- Work with IT application leads and vendors to find the root cause of problems and provide permanent fix

- Conduct proactive trend analysis to identify PROBLEMS in IT systems and provide permanent fix.

- Review daily reports submitted by the vendors and verify the correctness of reported data. Prioritize, Follow-up and Close all outstanding issues.

- Keep informed / Escalate as necessary to AVP and other TFS management about issues that have potential to cause business impact.

Change Management:

- Keep a tight control on changes by recording each and every change to IT application landscape.

- Evaluate the impact of the change on business and identify risks. Coordinate with respective business, IT, Vendor teams for obtaining required approvals.

- Prepare implementation plan by working with all internal and external stake holders and drive the change implementation.

- Watch out for changes being carried out by Vendors or projects worked upon by internal IT teams, evaluate the impact and coordinate with all Stake holders to approve or reject changes.

- Ensure strict Release & Deployment management is followed.

- Report unapproved / unauthorized changes done to IT environment.

- Conduct PIRs after changes are implemented to know how many are successful / failed.

- Proactively do a trend analysis of changes being carried out in assets in order to make decisions on Assets.

Knowledge Management:

- Ensure all the knowledge is properly documented and shared with all relevant stake holders to help improve the service.

- Lead the Application support teams to share the knowledge documents for all issues resolved with Service desk to improve First Time Resolution

- Work with IT project teams to ensure all knowledge documents are prepared and handed over to Apps Support teams during transition.

- Ensure confidential data is secure within IT applications and systems

- Ability to understand Information Security requirements for applications.

- Take ownership of implementing recommended information security controls coordinating with Application leads and Vendors.

- Setup processes to comply with Information Security policies and procedures and conduct regular audits to identify and close gaps.

People management:

- Manage and motivate IT team members to realize their true potential

- Effective utilization and management of project team members to achieve project goals

- Performance management of team members

- Mentor and coach team members

Vendor management:

- Develop and maintain and effective and efficient vendor based (outsourced) service delivery model for TFSIN

- Effective management of vendors and service providers on agreed deliverables, schedule, cost and quality of delivery (KPI based)