About the company
SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, color, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.Join us to shape the future of digital payment in India and unlock your full potential.
What’s In It For YOU
- SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
- Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
- Dynamic, Inclusive and Diverse team culture
- Gender Neutral Policy
- Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
- Commitment to the overall development of an employee through comprehensive learning & development framework
Role Purpose
To manage IT operations support & to ensures efficient service delivery, supports infrastructure operations, facilitates problem resolution, and enhances customer satisfaction and experience.
Role Accountability
IT Operations Manager
- This is a critical position and takes care of Service Delivery Management & Service Operations Processes.
- Handling Critical Incident, Problem, change and even management operations on a day-to-day basis. This is most critical Action to ensure that the availability of the Mission critical application is maintained as per Agreed SLAs and ensure no/minimal disruptions to business
- Manage a team of outsourced partners to ensure that the L1/L2 tasks for the managed applications are running smoothly and SLAs for the service delivery operations are maintained. Ensure enhancements and bug fixes are done for the existing applications and work on setting up new applications via completed app/partner onboarding life cycle.
- Ensure 24*7*365 monitoring HUB is running and any proactive incidents/alerts are handled timely as per agreements.
- Oversee and coordinate the delivery of IT services across various departments to ensure alignment with business needs and objectives.
- Monitor service levels to ensure compliance with established service level agreements (SLAs).
- Manage the incident lifecycle, ensuring timely identification, classification, and resolution of incidents to minimize impact on business operations.
- Act as a point of contact for customers during incidents, providing updates and communication regarding status and resolution efforts.
- Identify recurring issues and conduct root cause analysis to develop solutions that prevent future incidents.
- Support the change management process by assessing impacts, risks, and ensuring proper documentation for system and service changes.
- Process and fulfill service requests from users, ensuring timely delivery of IT services and products, such as software installations or access changes.
- Maintain clear communication with customers regarding the status of their service requests.
- Monitor and report on service performance against agreed-upon SLAs, identifying areas for improvement.
- Collaborate with teams to develop and implement strategies to enhance service delivery and meet SLA targets.
- Provide exceptional customer service by responding to inquiries, offering guidance, and addressing concerns regarding IT services and support.
- Communicate effectively with stakeholders, providing updates on service delivery issues, performance metrics, and ongoing improvements.
- Prepare regular reports on incidents, service requests, and service performance for management review.
- Identify opportunities for process enhancements to improve service delivery efficiency and effectiveness.
- Implement best practices in service management and encourage a culture of continuous improvement within the team
- Provide training and support to team members and other staff on service management processes and tools.
- Stay informed about industry trends, best practices, and emerging technologies to enhance personal and team capability.
- Work closely with IT operations and application teams to ensure seamless integration of services and resolve technical issues.
- Foster collaboration among cross-functional teams to drive successful outcomes in service delivery.
- Utilize service management tools and technologies for incident tracking, service request fulfillment, and performance monitoring.
- Participate in the evaluation and implementation of new tools that enhance service management capabilities.
Measures of Success
- Run the IT operations with Proactive and AI ops driven approach.
- Ensure Smooth functioning of day to day BAU activities.
Technical Skills / Experience / Certifications
ITIL v3, Service management admin experience
Competencies critical to the role
- Technical Proficiency: Strong understanding of IT service management frameworks (e.g., ITIL) and relevant technologies.
- Problem-Solving Skills: Ability to analyze issues, identify root causes, and implement effective solutions.
- Communication Skills: Excellent verbal and written communication for interacting with stakeholders and providing updates.
- Commitment to delivering high-quality service and enhancing customer satisfaction.
- Collaboration: Ability to work effectively within teams and foster relationships across departments for seamless service delivery.
Qualification
Beach or equivalent from reputed institution
Preferred Industry
BFSI/NBFC
