Job description

Job Description

The incumbent will be responsible for leading a specialized team dedicated to
resolving complex and escalated technical issues affecting critical banking systems and services. This role involves ensuring rapid restoration of services, minimizing disruption, and implementing preventative measures to enhance overall system resilience and customer satisfaction

Job Responsibilities

• Lead and manage the L2 Service Recovery Team, providing guidance, mentorship, and performance feedback.

• Oversee the end-to-end resolution of complex and critical incidents, ensuring adherence to established service level agreements (SLAs) and operational level agreements (OLAs).

• Act as a primary escalation point for L1 support and business units for major incidents, communicating effectively with stakeholders on incident status, impact, and resolution plans.

• Conduct thorough root cause analysis (RCA) for recurring incidents and collaborate with relevant engineering, development, and infrastructure teams to implement permanent fixes and preventive actions.

• Develop and maintain robust incident management processes, runbooks, and documentation to streamline service recovery efforts.

• Identify trends and patterns in service disruptions to proactively recommend and drive improvements in system architecture, monitoring, and operational procedures.

• Participate in post-incident reviews (PIRs) and contribute to continuous service improvement initiatives.

• Manage team schedules, on-call rotations, and resource allocation to ensure 24/7 coverage for critical systems.

• Foster a culture of continuous learning, problem-solving, and collaboration within the team.

• Ensure compliance with all relevant banking regulations, internal policies, and security standards.

Job Qualifications

• Bachelor Degree in Computer Science, Information Technology, Engineering, or a related field.

• Minimum of 7 years of experience in IT operations, incident management, or technical support within the banking or financial services industry

• Proven experience in leading and managing L2 or similar technical support teams.

• Strong understanding of banking systems, applications, and infrastructure (e.g., core banking platforms, payment systems, trading platforms, network infrastructure, databases).

• Strong problem-solving, analytical, and decision-making skills under pressure.

• Experience with AWS, monitoring tools (e.g., Splunk, Dynatrace, Nagios), AI, Big Data (Hadoop), Prometheus, DB skills (SQL/Oracle), OS

• Skills (Unix/Linux) , Cloud Technologies and ticketing systems (e.g., ServiceNow, Jira).

• Expertise in IT Service Management (ITSM) frameworks, particularly ITIL, with ITIL certifications being a significant advantage.

• Demonstrated ability to perform root cause analysis and implement effective resolutions for complex technical issues.

• Excellent communication skills, both written and verbal, with the ability to articulate technical issues to non-technical stakeholders and senior management.

• Ability to work effectively in a fast-paced, high-pressure environment and manage multiple priorities simultaneously.

• Strong leadership qualities with the ability to motivate and develop a high-performing team

Additional Requirements