Source description
About the role
KEY ACCOUNTABILITIES Incident Management Study the issues reported by Business as well as self-checklist and evaluation.
Classify as system issue / clarification by understanding/discussion with Business based evaluation of application.
Resolve issues by coordination with vendor .
Confirm issue resolution & close through SIT, UAT and Production Movement .
Problem Management Identifying reoccurring issues by regular monitoring and analyzing.
Primary analysis and communicate the problem to vendor and seek permanent resolution .
Confirm issue resolution & close through SIT, UAT and Production Movement.
Functionality/ Change Management requirement Study the requirement raised by Business. Understand the impact on Applications and co-ordinate with Vendor to finalize . Share BRD to Vendor and ask for Understanding Document (UD). Discussion and negotiate effort with Vendor and finalize delivery date. Complete SIT, UAT and Production Movement.
Vendor Management
Periodic review of vendor services through KPI framework . Identif ication of g ap in services, developing action plan and follow up to address gaps Internal updates (including patch installs) and escalations as required Ensure on-time payments to vendors Manage escalations, carry out action plan for restoration of services Drive quality by conducting periodic audits and checks on vendor SOPs Work with vendors on the AMCs
Reporting
On-time reporting on services highlighting issues, risks, challenges, counter Measures, assets, audits & compliance; budget situation; resources etc.
Technical Solutioning
Design Solution for New Projects by understanding the end requirement . Preparation of Technical Architecture with Vendor for flow understanding. Completion of Technical documentation for New Projects . Understand and enhance IT landscape/ architecture
Education: Graduate / Postgraduate in IT/ Computer Science
Experience: 7 + years’ experience in IT services and solutions preferably in financial services sector with at least 5 years of Applications support & maintenance /service delivery experience
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