01Key Responsibilities
1. Service Delivery & Production Support:
- Own the availability, stability, and performance of credit card and loan applications.
- Drive incident, problem, and change management processes in line with ITIL standards.
- Ensure regulatory and compliance requirements are met for all application changes.
- Establish SLAs and KPIs, monitoring performance and ensuring continuous improvements.
2. Change & Release Management:
- Plan and deliver application enhancements, upgrades, and regulatory changes.
- Coordinate with development, testing, infrastructure, and vendor teams to ensure timely releases.
- Oversee release governance, risk assessment, and rollback strategies.
3. Stakeholder Management:
- Act as a single point of contact (SPOC) for credit card and loan application delivery.
- Partner with business product owners, operations, risk, and compliance teams to capture requirements and align delivery.
- Communicate delivery status, risks, and issues to senior management.
4. Vendor & Partner Management:
- Manage third-party vendors and technology partners for application support and enhancements.
- Negotiate SLAs and ensure compliance with contractual obligations.
5. Leadership & Team Management:
- Lead a team of application support analysts, engineers, and SMEs across credit card and loan platforms.
- Foster a culture of ownership, accountability, and continuous improvement.
- Drive knowledge management, training, and succession planning.
Required Skills & Competencies:
- Banking domain expertise in credit card and loan systems (origination, servicing, collections, payments, etc.).
- Strong experience in IT service delivery and application support management.
- Knowledge of ITIL processes, incident/problem/change management.
- Hands-on experience in core banking platforms, middleware, APIs, and digital channels.
- Ability to manage large cross-functional programs with multiple stakeholders.
- Strong vendor management and contract governance experience.
- Excellent communication, negotiation, and leadership skills.
Performance Metrics:
- Application uptime and SLA adherence.
- MTTR (Mean Time to Restore) and incident reduction.
- Regulatory change delivery on schedule.
- Business satisfaction scores (CSAT/NPS).
- Cost efficiency and vendor performance.
Mandatory Qualifications:
- Bachelors degree in computer science, IT, or related field (Masters preferred).
- 18+ years of experience in IT service delivery / production support, with at least 5 years in banking applications.
- ITIL certification mandatory; PMP/Prince2 or Agile delivery certifications preferred. .
