Main Responsibilities: 

  • Lead the team in driving Service Level Fulfillment and BD work at offshore
  • Application support & Problem/Incident /Incident management.
  • Involved in development of the enhancement requests.
  • Show complete ownership in striving for more efficient solutions, incident reduction, and problem management.
  • Initiating/aligning with various initiatives aimed at delivery efficiencies, supporting and driving them to conclusion.
  • Ensuring that all delivery processes are adhered to
  • Maintaining and providing necessary data and information for various reporting purposes.
  • Project management
  • Coaching and mentoring team members.
  • Driving industrialization initiatives, reducing cost and increasing margins, driving productivity increases
  • Handling other responsibilities as required from time to time


Competencies Required

  • Good Awareness of the ITIL Problem/Incident  management process and procedures
  • Strong individual with Good interpersonal, communication and presentation skills
  • Good knowledge of retail and payment systems; knowledge and experience in POS systems would be an advantage
  • Good knowledge of BD delivery processes
  • Good people management skills and experience
  • Should have handled deliveries of team size at least 20
  • Good communication skills
  • Good experience in customer interaction and handling customer escalations


Experience Profile

  • Overall 10-12 years of experience
  • Min 6 years of working experience in SLF work, managing L2 and L3 work and some BD work
  • Worked on Application Support and enhancement Projects


Compentency Required(Primary):Java, spring , hibernate .

Secondary :UNIX