Application support lead

 Manage all high impact & critical incidents, problems/risks.

 Ensure production uptime for all applications as per agreed SLAs.
 Capable of bringing in innovations & initiatives.
 Strong knowledge of infrastructure automation tools & DevOps solution delivery
 Handling of SCP & BCP requirements & its needs.
 AMC management & review along with Cost negotiations.
 Defining SLA for new applications & periodical review with Business on the already
defined ones.
 Protectively monitor service provision on a regular basis to ensure compliance with
SLAs and meet all service level obligations as defined.
 Provide Service Delivery and leadership to the team.
 Review of existing processes & bringing in process improvements wherever
required.
 Ensure that all team members (i.e. Technical Analysts / Programmers) perform the
delegated tasks according to set timelines.
 Provide managerial leadership (typically 80%) and technical leadership (typically
20%).
 Review MIS data & monthly presentations.
 Monitoring Vendor performance and rating them.
 Ensure Agreed level of production Support given to Business users, Internal IT and
Governance teams.
 Ensure periodic review of DPC checklists.
 Ensure periodic production performance reviews with DBA / Server Team / FM /
Storage team etc..
 Experience in DR/ BCP solutioning/implementation
 Production Support takeover for new applications.
 Ensure that standardized methods and procedures are used to minimize the impact
of Change-related incidents.
 Ensure adequate resource management & team strength, team building &
mentoring.
 Create failovers in teams to avoid person dependencies.
 Ensure that an agreed level of IT service is provided for all current IT services and
that the future services are delivered to agreed achievable targets.
 Compliance to IT Governance Policy.
 Ensure the employee goals and objectives are stretched to meet organizations
requirements & business expectations.
 Conducting periodical presentation/review with Senior Management.
 Quarterly review business meetings.
 Ownership of service delivery of the entire suite of outsourced production support
applications.
 Publish the service delivery reports and Balanced Score card.
 Ensure periodical review of all backup policies / consistency checks

Eligibilities

 Exposure to application support / architectural concepts/design across diverse

technology platforms.
 ITIL trained/certified, aware of IT-governance practices.
 Very good soft skills (people management, communication, problem resolution,
resource allocation etc.)
 Sound experience in BFSI segment.
 Good Techno-Functional Knowledge/Skills.