About the job
Job Description
Job Purpose
Support Management: Oversee the day-to-day operational support of the Tablet Banking app, ensuring high availability and optimal performance.
Incident Management: Lead the response to critical incidents, coordinating with technical teams to resolve issues swiftly and minimize downtime.
Problem Management: Identify, analyze, and resolve recurring problems to improve the long-term performance of the app.
Stakeholder Communication: Act as the primary point of contact for internal stakeholders, providing regular updates on support activities and incident resolutions.
Performance Metrics: Monitor and report on support performance metrics, driving continuous improvement initiatives.
Main Tasks
Measure the percentage of time the Tablet Banking app is operational and available to users without unscheduled downtime.
Track the average time taken to respond to and resolve incidents, with a focus on minimizing this duration for improved user experience
Coordinate with the learning & development team to create a monthly training calendar. Plan refresher training sessions
Ensure that all training materials related to system changes are created well in advance published on the local intranet & knowledge management module
Liaise with other business units to map business process flow into Tablet
Manage & oversee the system administration
Evaluate the effectiveness in identifying, diagnosing, and resolving recurring problems, aiming to reduce the frequency of such issues over time
Monitor the compliance rate with established SLAs for support and maintenance activities
Gather feedback from internal users to assess their satisfaction with the app’s performance and the support services provided
Measure the success of changes implemented in the app, considering factors like successful deployment and lack of post-deployment issues
Develop and mentor the team on CRM & campaign execution capabilities
Create career path for team members within the organization
Ensure 100% employee satisfaction
Give timely feedback to team members on areas of improvement & provide necessary motivation for excellent team performance
Description Of Knowledge / Skill Etc.
Minimum of bachelors degree preferably in Computer Science, Information Systems, Business Administration, or related field
College Graduate Minimum 10-12 years of experience in project management
Proven experience in production support or IT service management, preferably in the banking or financial services industry
Experience in banking or financial sector & multi-channel campaign management
Familiar with usage of mobile apps
Strategic thinker & a team player with a strong combination of business management and marketing expertise.
Self motivated team player with good interpersonal & leadership skills
Ability to work under pressure with tight deadlines & in a multi tasking environment
Innovative & has ability to think out of the box
Strong analytical & problem solving skills
Good verbal and written communication
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