Associate III Tech Ops Engineering-SUPPORT SERVICES-Applications-RTB

 JD: Technology Operation – WHOLESALE Banking

• M3

The Team: You will be joining a highly seasoned team of Wholesale Banking Application Support under Run-The-Bank initiative to deliver Engineering and Technology Application Support Excellence for  Kotak Banking Wholesale Banking and Trade

Basic Qualifications: Individual should have Bachelor of Engineering/Technology OR Masters in Computers OR Bachelor of Computer Science  with 3+ years or experience and having 5+  years of experience in  Production Support or a similar role within a banking or financial services institution, Managing a diverse  end to end Application support.

• Previous experience leading a team of Technical (L2) application support professionals 
• Experience debugging complex problems and view problems as an opportunity to improve 
• Provide attention to detail to design, problems, kpi's, demonstrate ability to stay focused during critical production events and champion resolutions. 
• Major incident management experience (Crisis and P1 management)  
• Previous experience in liaising with vendors, development, infra teams for the root cause analysis and Post incident reviews. 
• Good technical knowledge of PFMS /Govt Banking and/or any of the Corporate/ Wholesale banking Application and Trade Finance will  be good to have
• 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 
• Able to operate under pressure and in time sensitive support environments. 
• Have a software-centric mind-set and capable of understanding the full software stack - and beyond. 
• Embrace automation over manual effort  

Responsibilities:  

• Managing Montron Applications like PFMS, Nach, Xcrow, Trade Finance Application -Ti Plus etc or Corporate Application like Cash Management System (CMS) 
• Ensuring application support coverage 24 x 7,  release management activities.  
• Ensuring that SLA’s are met. 
• Incident Management - Resolving logged IT incidents in order to restore service as quickly as possible using technical knowledge. Escalation of tickets to other technical teams as required 
• Problem management – Identify incident trends creating problem tickets to ensure root cause is identified. 
• Management of major incident. Reviewing and approving major incident notifications to business partners. 
• Dealing with escalations in a timely manner to ensure issue is resolved. 
• Approving, Reviewing  technical knowledge base documents to be used within the team 
• Work with internal stakeholders to identify and implement process improvements and automation opportunities. 
• Working with external vendors to resolve service related incidents and reviewing published root cause analysis reports. 
• Collaborate with other departments within the bank to ensure the smooth functioning of Channel operations 
• Work closely with other IT teams, CTB teams, BSG Teams to implement system upgrades, patches and enhancements to systems  
• Maintain accurate and up-to-date documentation of system processes and procedures  
• Identify opportunities for process improvement and automation within Channel operations  
• Experience in execution of DR for the entire suites of applications. 
• Server maintenance, monitoring, health checks, restarts, and BAU operational work 
• Change and release management co-ordination 
• Ensure compliance with regulatory requirements and internal policies and procedures 
• Provide engineering solutions for operations problems, develop smart detection capable of predicting system stress & auto correct through metrics analysis and remediation strategies.

Experience and proficiency with a variety of System tools including: 

Core Expertise: 

• Knowledge of SQL Query language very important and a Must have
• Knowledge of troubleshooting & supporting applications running on Linux Windows server OS, required. 
• Good Knowledge of infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers) 
• Minimum  1+ year of experience across UNIX, Database, Cloud. Demonstrate a good understanding in their technical area
• Knowledge on web services SOAP/REST and Tomcat is a plus.
• Knowledge in previous application in Front End Stack such as HTML, CSS, Javascript, Angular. Backend stack such as Python, Java, C#,  Application Security, MFA, Devops, API’s, Cloud services  is optional but beneficial to have 
• Exposure to industry standard ITSM tools (ServiceNow and Remedy strongly preferred) 
• Experience with monitoring and observability such as with Appdynamics, Dynatrace, Splunk, Graphana or similar 
• Good understanding of ITIL methodology (ITIL certifications preferred) with proven operational experience in previous roles. 
• Flexible in working outside of core business hours at short notice.

 Soft Skills: 

• Communication is core to the success of this role 
• Evangelize adoption and use of tools, processes and technologies 
• Lead engagements to encourage collaboration within and across teams 
• Showcase roadmap and engagement model to relevant stakeholders; through write up, teams groups and webinars 
• Create internal training programs for new staff and upskilling of existing team 
• Demonstrate humility, trust and transparency in the way we interact with individuals