· Lead and prioritise the Application Support team’s work load- Good experience in i-Exceed/Appzilon MADP platform issue Resolution skills is a must · Manage and Own the Problem Management Process · Develop, co-ordinate and promote the effective functioning of problem management activities · Expertise in Incident and Request Management · Expert level skills in web technologies like HTML5, CSS3, JavaScript. – Mandatory · Knowledge of Java/SQL & RDBMS concepts · Excellent Communication Skills with ability to engage at middle management level of bank – Mandatory · Should have worked for a L2 Prod Support role in a Large Commercial Banking background and with around 3-7 years exp ( Mandatory) · Provide technical leadership · Provide input to application/infrastructure scalability · Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems and track to closure · Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis · Maintain application monitoring, performance tuning and testing Personal Qualities • Strong customer service and support focus with a desire to deliver a high quality service • Self-motivated and highly professional with ability to lead and take ownership and responsibility • Ability to multi-task, work under pressure and to tight deadlines • A desire to learn and improve skills and knowledge • Good communications/Documentation including SMTD updates, SOP preparation Functional Skills and Experiences • Experience leading technical support teams • Ability to independently apply production upgrades and support the products and technologies • Experience in providing services to agreed SLA’s and OLA’s • Experienced in Problem and Incident Management; performing RCA • Experience with working in an ITIL environment
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