First line support for Wholesale applications.
Lead and guide a small team/on-site vendors.
Responsible for tracking and meeting target KPIs for BAU support team
Manage relationship with key stake-holders.
Lead the service improvement projects with measurable goals set.
Lead the knowledge management for wholesale area.
BAU work on event and incident management life cycle.
Provide support to System Engineers on server level patches / upgrade as and when applicable.
Manage maintenance contract for the supported systems.
Manage yearly Disaster Recovery Exercise for the supported systems.
Ability to correlate events across multiple systems to proactively surface and resolve deep underlying issues.
Lead cross functional teams to troubleshoot and resolve complex issues.
Manage communication for Incidents (SLA breaches, Application Major Incidents, Logistics issue) and responsible for communications within team, manager and department.
Lead by example in high pressure situations.
Previous experience of Wholesale related system area.
Previous experience of support in production support group in a high availability / mission critical environment.
Good understanding of ITIL methodology.
Strong experience of event management, incident management and knowledge management.
Strong troubleshooting and problem solving skills.
Strong business knowledge and ability to pick up application knowledge quickly.
Willingness to work across platforms – UNIX / open, AS/400 & mainframe.
Strong communication skills.
Strong team player. Flexible and able to coordinate team effectively both in and outside of office hours.