Job Description

itle: Service Manager - Payments
The Company : World of Kotak product suite encompasses a powerful suite of cross banking assets, all-in-one stop banking services, securities, and investment banking; insights across a wide spectrum of the major financial and banking markets.
The Team: You will be joining a highly seasoned team of Payments Application Support Part of the Run-The-Bank initiative to deliver Engineering and Technology Application Support Excellence for Kotak Bank\xe2\x80\x99s Payments Product Suite. The Payments Application Support team is a group of experts managing for Suite of digital applications such as NEFT, RTGS, SWIFT and Other Interface Applications. We are looking for a highly motivated and hands on individuals to take on a role of a Payments Application Support Service Manager for managing a team of professionals to ensure the smooth functioning of the bank\'s Payments Systems and processes. The incumbent will be responsible for overseeing the day-to-day operations of Production Support team and ensuring that standard processes are followed in regards to incident, service request, change and problem management and agreed SLA\xe2\x80\x99s for the service provision are meet for the bank\'s Payments functions. The Impact: Managing a diverse team of application support technical analysts and you will ensure that the technical application support delivered to the Payments business meets the required service levels. In the role you will focus on developing our support personnel and processes to ensure application support can meet the needs of the growing Payments business. Basic Qualifications: Individual should have Bachelor of Engineering / Technology OR Masters in Computers OR Bachelor of Computer Science having 6+ years of experience in Production Support or a similar role within a banking or financial services institution with 2+ years of work experience in supporting a the team of Technical application support professionals. \xe2\x9e\xa2 Major incident management experience (Crisis and P1 management) \xe2\x9e\xa2 Previous experience in liaising with vendors, development, infra teams for the root cause analysis and Post incident reviews. \xe2\x9e\xa2 Experience with platform systems such as NEFT, RTGS, SWIFT is preferred. \xe2\x9e\xa2 Technical Skill in Application support including Java/J2EE platform, Oracle DB, SQL, Unix/Linux, IBM Websphere MQ. \xe2\x9e\xa2 Candidate must be self-sufficient, driven, energetic with passion for technology, provide excellent customer support service, and have patience to work with users with different levels of technical knowledge \xe2\x9e\xa2 Able to operate under pressure and in time sensitive support environments. Preferred Qualifications: Great attitude to learn, respect for fellow employees, think out of the box, and respectfully challenge ideas & hungry for innovation.
\xe2\x9e\xa2 Experience in Payment & Settlement systems with strong domain knowledge of Asia Pacific payment systems for domestic payments (e.g. RTGS, NEFT) and cross-border payments.
\xe2\x9e\xa2 Good understanding of end-to-end payment processing in the region and the architecture of systems from payment origination to processing and settlement in a production environment.
\xe2\x9e\xa2 Performance analysis and fine tuning of real time and batch systems.
\xe2\x9e\xa2 Excellent Knowledge of ISO20022 payment standard.
\xe2\x9e\xa2 Familiar with project management fundamentals and change management processes.
\xe2\x9e\xa2 Excellent analytical, troubleshooting, and problem-solving skills.
\xe2\x9e\xa2 Good customer service and interpersonal skills.
\xe2\x9e\xa2 Strong verbal and written communication skills.
\xe2\x9e\xa2 Strong planning, organizational and time management skills.
\xe2\x9e\xa2 Experience in software development lifecycle (SDLC).
\xe2\x9e\xa2 Knowledge in Java/J2EE platform, Oracle DB, SQL, Unix/Linux, IBM Websphere MQ. \xe2\x9e\xa2 Self-motivated, self-organizing and possess drive, ability to be hands-on and a good team player. \xe2\x9e\xa2 Experience debugging complex problems and view problems as an opportunity to improve Responsibilities:
\xe2\x9e\xa2 To provide leadership for application support management functions of strategic, cross-functional or regional applications to provide a stable environment to business.
\xe2\x9e\xa2 Ensure the application availability to process payments without disruption from an end-to-end perspective.
\xe2\x9e\xa2 Manage the relevant teams including vendors to investigate reported issues/problem, identify root cause/impact, implement workaround and fixes to resolve issues.
\xe2\x9e\xa2 Oversee the outstanding defects/change requests, prioritize with business units and plan for the fix or implementation.
\xe2\x9e\xa2 Play a key role during incidents to look at service restoration and remediation activities to ensure all payments are recovered and processed within the stipulated SLA\xe2\x80\x99s.
\xe2\x9e\xa2 Liaise with the different technology teams on the application and infrastructure side to ensure all interfaces to internal and external systems are functioning without disruption.
\xe2\x9e\xa2 Maintain up to date knowledge based or documents related to application features and processes (subject matter expertise).
\xe2\x9e\xa2 Work closely with 1st & 2nd level support and development teams to ensure team is meeting the business\xe2\x80\x99 requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders.
\xe2\x9e\xa2 Follow through to ensure incidents and problems are resolved according to SLA.
\xe2\x9e\xa2 Take ownership of major IT incidents and support tickets, coordinate between different parties for resolution, maintain effective communication to stakeholders and drive post incident reviews.
\xe2\x9e\xa2 Champion continuous high levels of IT service and support in projects by developing a strong understanding of how projects may impact service areas, and planning measures to minimize such impact. \xe2\x9e\xa2 Support audit and compliance related activities. Experience and proficiency with a variety of System tools including: Core Expertise: \xe2\x9e\xa2 Good understanding of ITIL methodology (ITIL certifications preferred) with proven operational experience in previous roles. \xe2\x9e\xa2 Exposure to industry standard ITSM tools (ServiceNow and Remedy strongly preferred) \xe2\x9e\xa2 Experience with monitoring and observability such as with Appdynamics and ControlM. \xe2\x9e\xa2 Knowledge of troubleshooting & supporting applications running on Linux and Windows Servers. \xe2\x9e\xa2 4 years minimum previous application development skills in Java and Oracle. \xe2\x9e\xa2 Microsoft Office / Office 365 especially Excel (Macros, Worksheets and add-ins) Soft Skills: \xe2\x9e\xa2 Communication is core to the success of this role. \xe2\x9e\xa2 Evangelize adoption and use of tools, processes and technologies. \xe2\x9e\xa2 Lead engagements to encourage collaboration within and across teams. \xe2\x9e\xa2 Showcase roadmap and engagement model to relevant stakeholders; through write up, teams groups and webinars \xe2\x9e\xa2 Documentation is core to maintain up to date information on use of tools, process and methodologies. [eg: wiki posts, white papers] \xe2\x9e\xa2 Create internal training programs for new staff and upskilling of existing team \xe2\x9e\xa2 Demonstrate humility, trust and transparency in the way we interact with individuals.
\xe2\x9e\xa2 Critical part of this role is to constantly train and encourage the team members to perform consistently.