Chennai, Tamil Nadu, India On-site

Full-time
10,001+ employees · Banking

Job Description

The candidate should act as BAU Support lead for Credit cards applications and would be first point of contact for any business user for Credit cards related system issues/defects
Take end to end bottom line responsibility for the BAU Support for Credit cards systems and monitoring of production systems
Candidate should liase with respective partners to get the issue/defect resolved as per the agreed turn-around time
Schedule daily/weekly defect calls. Monitor, review and report overall defect status
Ensure impact and root cause of defects/issues are communicated to all stakeholders and initiate remedial action as necessary post consultation with stakeholders
Be contact point with partner support teams. Take complete ownership of the partner and their performance management in the defect resolution process
Ensure SLAs as agreed with all partners are adhered to and any deviations are highlighted to management. Share monthly SLA reports with management and vendor management teams
Ensure continuous monitoring is performed for all production systems/applications/infra/network etc. using tools such as Jabbix, Datadog and any alerts are actioned upon promptly by the responsible teams
Adhere to organizational guidelines and process
Good knowledge across modules of Credit Cards
Building a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on healing and problem-solving
Facilitating getting the work done without coercion, assigning, or dictating the work
Facilitating discussion, decision making, and conflict resolution
Assisting with internal and external communication, improving transparency, and radiating information
Supporting and educating the stakeholders on defects and their remediation
Gathering critical information from meetings with various stakeholders and producing useful reports
Providing leadership, training, coaching, and guidance to junior staff.

Desire Profile

At least 12 to 15 years’ experience in Credit Card technology with exposure to BAU support functions and processes
Exposure to system monitoring tools such as Datadog, VuNet, Jabbix etc
Possess excellent verbal and written communication skills
Familiar with MS Project, JIRA and similar tools
Applicable knowledge of the technologies used by the team
Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency
Knowledge of various well-documented patterns and techniques for BAU Support and Defect resolution
A master’s/bachelor’s degree in business or related field or an MBA
A history of leading a successful BAU Support team

Core Competencies

Thorough knowledge of Credit Cards domain
Possess Strong problem solving, analytical skills with an ability to handle multiple tasks & prioritize accordingly
Demonstrated ability to effectively communicate, trouble shoot, and problem solve with clients throughout the implementation process
Strong inter-personal & negotiation skills in dealing with HO and department users
Must be flexible, adaptable and have ability to work in a fast-paced changing environment
Fundamental analytical and conceptual thinking skills
Self-Motivator and team player
Excellent documentation skills