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, colour, 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
The role is responsible to manage IT operations support, handle critical incidents and manage operations for all internal apps/SBIC website/SBI Mobile App.
Role Accountability
- Manage vendor partner teams 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 day to day IT Service Delivery and working with Application Support FPRs to ensure effective and timely service delivery, with a focus on meeting all KPIs
- Identify single point of failure (SPOF) in existing systems/services to ensure to work with related app/infra owners to setup high availability & resiliency
- Conduct monthly risk assessment for all managed processes, along with the risk analysis for upcoming projects
- Evaluate new technologies and latest industry trends to identify areas for improving user experience across the your platforms.
- Build measurement metrics through customer feedbacks
- Ensure automation of the manual tasks and reduce the outages in the system
- Ensure adherence to regular process documentation practices in compliance with the process guidelines
Measures of Success
- No P1 and repeat incidents in the service delivery domain
- Adherence to operational SLAs
- All Compliance metrics to be above the defined threshold values
- Vendor Productivity
- Voice of customer from stakeholders
- Cost efficiency
Technical Skills / Experience / Certifications
ITIL v3, Service management admin experience
Competencies critical to the role
- Teamwork and Collaboration
- Problem Solving
- Stakeholder Management
- Customer Orientation
- Process Orientation
Qualification
Beach or equivalent from reputed institution
Preferred Industry
NBFC / BFSI Industry / IT Infrastructure
Skills Required
- ITIL v3
- Service management admin experience
- Vendor management for L1/L2 support teams
- Experience running 24x7 monitoring operations
- Application support, enhancements, bug fixes and app onboarding lifecycle
- Process documentation and compliance adherence
- Monthly risk assessment and risk analysis experience
- Experience driving automation to reduce manual tasks and outages
- Teamwork and stakeholder management competencies
- Customer orientation and problem solving competencies
- Beach or equivalent from reputed institution
- Experience in NBFC / BFSI Industry or IT Infrastructure
What We Do
SBI Card was launched in 1998 with the State Bank of India, India's largest bank, as the majority stakeholder. In March 2020, SBI Card was listed on BSE and NSE. Today, SBI Card is India’s largest pure-play credit card issuer with over 20 million cards in force, as of December 2024. Its wide array of products and services caters to a diverse range of customer segments across India, right from new-to-credit to super premium. The SBI Card brand is based on the value proposition of 'Make Life Simple'. The proposition manifests in SBI Card’s continuous efforts to simplify the lives of its customers, employees and other key stakeholders. Customer-centricity, supported by the values of trust and transparency, is core to SBI Card’s ethos.
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