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Company Name : HDFC Bank
Location : Bengaluru, Karnataka
Position : Team Member-ITG
Job Description : Job Description
Job Responsibilities(JR) : 6 8 Areas Actionable (4-6) Provide Service Level Management Support: Responsible for ongoing management of the quality of services delivered to business units – Retail, WBO, BSG & Cards.
Responsible for signing off on the Service Level Agreement at the beginning of the financial year with all business units for all sox scoped in and other than sox scoped in all enterprise applications.
Identify the services that are to be sourced as well as the specific metrics on the SLA.
Monitor SLA of all enterprise applications.
Conduct Half Yearly service review with Business Heads.
Discuss closely with Business Heads for obtaining the Services.
Handle queries from Business segments & IT Teams.
Work closely with all the relevant teams to close internal /external audit recommendations / findings.
Manage SLA Dashboard and repository of the SLA.
Monthly reporting on the status of SLA for all scoped in applications.
Active participation in Monthly Incident/Availability Management meetings.
Ensure SLA approval, subsequently execution of the same.
Keep track of SLA revision.
Adhoc management reports/ queries.
Service Reporting: Ensure all critical services required for the application availability are documented in service level agreements in order to reporting/track SLA performance and initiate necessary for service improvement plans and actions to improve on the SLA compliance resulting in enhanced service experience for business users.
Schedule and drive the SLA performance review meeting with all stakeholders and take feedback on improving service levels or new service level requirements.
Quarterly analyses of handover/ release delayed and publish report to respective heads.
Quarterly analyses and publish category wise report to senior management, highlight improvement areas and recommendation for improvement.
Projects: Automation of SLA management process Innovation in overall approach of SLA management process Governance Compliance (RBI and internal audit): Compliance to RBI & internal audit, IT governance policies and procedures to ensure alignment with enterprise governance, control the business information and information technology environment through the implementation of good practices and assure compliance with external requirements like SoX.
Providing reports on monthly application performance, SLA availability, business transaction growth in order for senior management to have visibility on the growth trends in Business.
Initiate monthly review with Business heads and report application dashboard, various BI function initiatives and receive feedback to understand the expectations vs reality.
Work with Unit Heads and review the MIS reporting on defined intervals in order to measure the SLA.
Skills
Analytical skills, Project Management, Vendor Management, Negotiation skills, etc.
Good knowledge on MS Excel, Power point , MS Access, should have knowledge of Macros
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