Education : Bachelors Degree
Experience : 5 - 10 Years
Contribute directly to developing strategies in improving quality of system
Participate in review of deliverables with other units and ensure quality deliverable of system
Prepare management report and analysis on end user satisfaction / feedback, service performance and system related issues.
Participate in initiatives for improving user satisfaction and service delivery
Participate in ITIL based service Management Processes
Detailed documentation of application systems, start / stop, backup / restore, DR setup / switchover procedures, service processes and updating of documentation
Provide efficient 1st level support to various debit / credit card management, authorization, settlement and reconciliation systems.
Take ownership of issues raised by users directly or via other channels.
Ensure that these are responded to, and to resolve it or redirect it according to internal teams via escalation procedure.
Advise other teams within IT on knowledge gathered from the investigation of an issue.
Collaborate with other teams to ensure that issues are resolved and closed (within SLA) with proper problem analysis, fixing, testing and releases of fixes
Provide requested statistics gathered from incident / change management system for refinement in problem / change management
Take complete ownership in tracking and resolving incidents / issues / changes assigned.
Monitor the service levels provided by vendors and internal service units for maintenance work and to ensure that these are followed-up and tracked.
To be the point of contact for business users relating to services provided by IT application support
Ensure total comfort level and relationship management with users through effective communication, commitment management, technical value additions and leadership
Organize periodic review meetings with users and other stakeholders
Manage vendors, users and other IT departments throughout the escalation cycle
Bachelor / Master's degree in IT, Computer Engineering or Financial studies with IT background
Minimum 5-7 years working experience
Good functional knowledge of debit / credit card applications and support processes. Thorough working knowledge in any end to end debit / credit card managements system (issuing, acquiring, settlement, reconciliation, EMV and other regulatory compliance)
Experience in functional / technical leadership
Experience in dealing and managing external vendors and business users
Self-motivated and ability to work independently. Ability to sustain and persevere in pressurized environment
Ability to demonstrate strategic thinking, problem / requirement analysis, planning and effective proposals for issue resolution or business change requirement
Strong presentation and influencing skills. Good track record in delivering end user support (relationship management) in past experiences
Knowledge of relevant IT development tools and databases C, C++, 4GL, SQL, Oracle, Informix etc
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