Job Description
Regional office & Branch Support, Priority support, Bankers on Call Support Overall management of Urban and Rural Branches Support Multiple Back office and Operations Hub (various locations) Management of Physical and Virtual End Points in Windows, MAC & Tablet environment. Accountable for the execution and compliance to ITIL V4 service processes. Lead and participate into governance on weekly and monthly basis to analyse / communicate / manage service levels, downtime, key project status, vendor management, staffing, training, Process, procedures and policies documentation awareness, branch visit & Video conferencing. User experience and high level of CSAT with operational efficiency and cost effectiveness for business. Point of contact for internal client and responsible for smooth functioning of IT Operations, team management and customer delight. Providing expert problem management support to difficult, high profile customer issues and ensuring root-cause analysis is conducted and a Corrective action plan is followed with learning applied for future benefit. Develop strong and trusted working relationships with Regional/Zonal business leadership and stakeholders to prioritize work and manage the technology needs to ensure project prioritization remains in line with strategic and tactical objectives. Analyse existing systems and processes to identify gaps and improve workflow SOPs, implement best practices, quality, cost, skills and productivity of the operations to avoid any point in branch audit.
Responsibilities
End Point Compliance IT Management. Ensuring compliance to IT policies and related processes Implementation, adherence and awareness of policies, processes, and procedures in coordination with Information Security Group. 100 % Monthly Branch IT Governance Coordination and liaison of external and internal audits and 100 % timely closure with Satisfactory rating Excellent knowledge in IT – End User Systems Excellent verbal and written communication skills Excellent relationship management skills with the ability to relate to people at every level of business. Ability to work effectively in complex matrix organizations involving outsourced operations. A self-starter, able to manage multiple tasks at once and the ability to work with minimal direction. Ability to understand and adopt new technologies/applications and implement creative technical solution to reduce IT operation cost and investments. Technical audit and assessment of the End User environment and provide solutions that can benefit organizations. Measure performance and plan capacity to meet future requirements with proper planning and implementing long-term strategy. Team Manager with excellent business & IT analysis skills, communication, relationship building, and good IT awareness to drive bank’s process improvement. Ability to build and motivate a large team of people with special emphasis on inner strengths and soft skills of a person along with technology skills. Well adaptive towards corporate & Banking culture behaviour, ability to work under pressure and cross departmental teams. Excellent in verbal communication, leadership, timely decisions in critical times. Ability to think and work in an organized and effective manner in an environment with rapidly shifting, and sometimes contradictory, demands and priorities. Degree holder