Application Support Manager

Permanent contract|Bangalore|Information Technology

Application Support Manager

Bangalore, India Permanent contract Information Technology

Responsibilities

Support chapter Manager is expected to have strong analytical skills and good ability to

summarize and effectively communicate to all relevant audience with the production

operational activities.

Must be highly autonomous and vigilant in handling usual incident and requests and

performing daily monitoring and reporting in accordance with SLA and procedures.

He/She is responsible for new joiners training & enhances skill set for existing production

analysts and continuous assessment of the self skill Matrix together with Lead/ Manager.

Possess good skills in Oracle, UNIX, Scheduling tools and basic understanding of GBIS

products and business processes.

Based on the Project and Team's needs should be able to contribute to all the different

activities/deliverables expected.

Strong capacity to work under challenging and fast-paced environment

Advanced level knowledge of Oracle and Unix

Experience in Agile and Continuous Delivery environment is preferred.

Strong analytical skills and ability to summarize key messages

Strong client driven approach & service oriented

Very good communication skills (Written and Spoken) towards end users (High level communication) and towards IT (technical communication)

Strong process orientation on Incident and Request management.

Willingness to work in shifts

Willingness and ability to learn and take on challenging opportunities and to work as a member of diverse and geographically distributed team.

Should be able to analyze and identify the recurrent root causes and patterns and propose permanents fixes, enhancements or training plans for users.

Ensure a good follow-up and understanding of the new features and functionalities.

Ensure an accurate and complete tracking of the activity.

Perform daily checks and apply recovery and troubleshooting procedures strictly.

Ensure an accurate and clear communication to users and partners.

Escalate issues and other topics to the right team when needed.

Maintain a good collaboration with various stakeholders.

To manage the day to day production support activities, ensuring the SLA been monitored and adhered to. Periodic updates and Reporting of Issues without delay.

Profile required

SUPPORT CHAPTER MANGER – Job Description

Quality service and support :

Ensure SLAs/OLAs are defined, understood by all team members and regularly reviewed with clients and compared with the agreed targets.
Management of production crisis and major events.
Follow Ensure RACI and service catalog is documented and shared with the partners (Worldwide PRD teams, DEV, GTS).
Follow-up of client relationship in conjunction with CRM team.
Identify and monitor client’s requirements and satisfaction, and ensure a routine governance model is established for our clients.
Problem management (reporting, analysis, post mortem).
2nd escalation contact with regard to production topics.
Provide the right level of information and reporting to the hierarchy.
Driving operational risk awareness in the team.
Analysis of the production activities to anticipate and propose the action plan.
Strengthen FTS coverage for the World Wide MMG Business.

Performance Management and Empowerment of the team members:

Ensure a satisfactory workplace and daily activities for all the team members.
Ensure SG values, rules and processes are known and respected.
Ensure Job descriptions are defined, shared with staff, and reviewed when the scope of activities changes.
Encourage and build a strongly bonded team.
Definition of the objectives in line with GSC and GBIS expectations and team performance appraisal.
Ensure the team performance dialogue is in place on a weekly and monthly basis by using appropriate KPI/reporting (weekly perf review with PLs and SMEs, Monthly OTO with team members)
Coaching and follow-up of the team members.
Ensure team Skill matrix (with the definition of complexity and critical skills) is in place and reviewed regularly. Ensure also that the development plan is followed-up for every team member, based on skill matrix bi-monthly assessment.
Planning of the time tracking, Roster Planning, monitoring of the “actual s” and validation of the invoices (Pyramid, iMPULSE, HCOM, etc…).
Ensure on-call and on-site interventions on non-working time frame are under control and followed-up.
Driving Operational Risk Awareness with team.
Ensure succession plan for the critical resources and Chapter Manager Backup.
3. Coordination and Continuous Improvement:
Anticipate and accompany our clients’ projects in close collaboration with our partners (DEV and GTS). Anticipate the major impacts and ensure CTB PRD contribution is identified.
Ensure that the collaboration with development teams and users is at the right level (regular meetings, procedures…).
Digital Contribution: Identify areas where technology can be used to improve efficiency of the process through automations/streamlining activities.
Stepping away, reflecting, challenging and feeding regularly the Continuous Improvement Plan with the appropriate actions (CIP document).
Governance setup with the World Wide MMG Business, seek feedback and implement Improvement Plan.
4. Chapter Responsibility:
Strategy preparation, strong –setup and execution of the Global Production Support chapter.
Maintain a high level of collaboration with worldwide support teams (FTS links between the different places, services coverage, skill matrix are described).
Co-ordination with other chapters and seek opportunity for the Team Members.
Ensure Global RPC Production follow-up and Setting up Governance with Model Chapter Managers.
Identify Potential of resource and the Support chapter Contribution in the Feature Team.
Follow-up of resource dashboard and cost control in accordance with the operating budget.

Why join us

“We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”.

Business insight

Societe Generale Global Solution Centre (SG GSC), a 100% owned subsidiary of European banking major Societe Generale (SG), Our role and purpose is to enable the strategic vision of Societe Generale Group. We are doing this by pioneering cutting edge innovation from Design Thinking to Smart Automation & Artificial Intelligence, and applying it to banking.
SG Global Solution Centre provides services in the areas of Application Development and Maintenance, Infrastructure Management, Business Process Management, and Knowledge Process Management, to Societe Generale's business lines around the world.
“We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”.