Application Support – Service Delivery Lead

Job Summary:

The Service Delivery Lead is responsible for managing and ensuring smooth application support operations for Retail Net Banking and Mobile Banking. This role involves leading the team, delivering on SLAs, managing escalations, and ensuring high service quality for clients in the Banking and Financial Services domain.

Key Responsibilities:

• Oversee and manage application support for Retail Net Banking and Mobile Banking channels.
• Ensure adherence to SLAs and timely resolution of client issues.
• Act as the point of escalation for critical incidents and coordinate with L2/L3 teams for resolution.
• Manage and mentor the support team, ensuring skill development and performance improvement.
• Collaborate with stakeholders to streamline processes and improve service delivery.
• Analyze and report on service metrics, incidents, and root causes to identify improvement areas.
• Ensure compliance with client and organizational standards during 24×7 shift coverage.

Qualifications:

• Proficiency in Linux, PL/SQL, Middleware, and APIs.
• Strong knowledge of Banking and Financial Services, specifically Channels – Retail Net Banking and Mobile Banking.

Skills:

• Excellent oral and written communication skills.
• Strong analytical and problem-solving abilities.
• Leadership and stakeholder management capabilities.