Application Support Service Delivery Lead

The Service Delivery Lead position entails overseeing and managing application support operations for Retail Net Banking and Mobile Banking in the Banking and Financial Services domain. As the Service Delivery Lead, your responsibilities include leading the team, ensuring adherence to SLAs, managing escalations, and maintaining high service quality for clients. You will be tasked with overseeing and managing application support for Retail Net Banking and Mobile Banking channels, ensuring timely resolution of client issues in line with SLAs. In the event of critical incidents, you will serve as the primary point of escalation and coordinate with L2/L3 teams for swift resolution. Another crucial aspect of this role involves managing and mentoring the support team to facilitate skill development and enhance performance. Collaboration with stakeholders is essential to streamline processes and enhance service delivery. Additionally, you will be responsible for analyzing and reporting on service metrics, incidents, and root causes to pinpoint areas for improvement. Compliance with client and organizational standards during 24/7 shift coverage is also a key requirement. To excel in this role, proficiency in Linux, PL/SQL, Middleware, and APIs is essential, along with a strong understanding of Banking and Financial Services, particularly in Channels like Retail Net Banking and Mobile Banking. Key skills for this position include excellent oral and written communication abilities, strong analytical and problem-solving skills, and effective leadership and stakeholder management capabilities.,