Key Responsibilities:
- Extensive experience in managing Technology Delivery / Operations in a core banking environment systems with a good understanding of artificial intelligence, big data, blockchain, cloud, and payments.
- Responsibilities include solution-led business growth, RFP responses, eTech pricing, solution design, implementation, and governance.
- Client portfolio management – End-to-end documentation/reporting ready & up-to-date for any business requirement.
- Responsible for identifying, implementing, and reviewing service improvement initiatives. Drive productivity improvements as per plan and control the cost of operation.
- Lead technology service delivery reviews on SLA adherence and ongoing projects with client and internal stakeholders.
- Drive effectiveness of compliance & information security as part of service delivery of client processes. Shoulder responsibility and work with internal audit teams to meet compliance requirements.
- Liaison with the client to understand delivery requirements and effectively engage and communicate expectations to the internal teams.
- Major incidents database – Capturing all client processes downtimes/application issues & major downtimes for usage in the future.
- Core skills - Thought leadership, data-led solutions identification/evangelization, financial expertise.
- Responsible for client service delivery of multiple client relationships/lead a complete domain or vertical in line with the agreed Master Service Agreement (MSA) and service levels (SLA/s), as per contract.
- Good understanding of technology solutioning, design, networking technologies (MPLS, IPSEC VPN, SD-WAN), basic knowledge of AD and cloud technologies.
- Manage customer relationships and act as the first point of contact for any process/functional escalations.
- Good presentation and analytic skills on Microsoft PowerPoint/Excel, etc.
- Responsible for leading the adoption of key enterprise capabilities.
Qualifications:
Graduate, preference for B.E. / B.Tech with industry-recognized certifications like ITIL/ITSM.
Experience:
- Minimum 15+ years in managing service delivery of large client relationships in the banking industry .
- Willingness to work in a 24 x 7 environment.
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