This position is responsible for managing the production application performance monitoring viz application release time, uptime and response time, involve and coordinate with IT to resolve application related issues, testing for the following modules / functionality in the credit cards core application Vision plus and Prima application.
Production Support (Prima):
To constantly monitor production system and to take corrective action wherever applicable as per the agreed timeliness.
To receive / obtain complete details of the issue, analyze and respond / resolve user queries as per agreed timeliness.
To report issues to SMG for permanent fix in the application.
To follow up for early resolution of the issue with SMG team.
To provide proactive and timely update to the users regarding the resolution and their impact.
To provide user training if there is a change system functionality / business process thereafter.
To ensure that the change / fix for the issue reported moved to production as per the agreed timelines.
To ensure the change / fix moving live does not alter the existing system functionality / business processes involuntarily.
To ensure strict adherence of ITPP processes.
To ensure that all issues reported to IT are tracked / monitored through PMS / R14 for all future references.
To document problems & solutions for future reference.
To discuss with users and identify area of process improvement and implement the same.
To monitor SLA release time, response time and up time.
To support SMG with capacity planning for system to handle the load.
To support Internal / External audit with required inputs and sampling as and when required.
Identifying areas of improvement proactively and initiate project basis the same.
To prepare test cases as per the format recommended by ITPP basis the functional specifications and ensure that test cases are performed as per schedule.
To report and record functional issues to vendor / IT through the SOX approved format
To test all fixes for the issues reported to vendor / IT
To provide feedback / clarification for all user / audit queries related to the functionality tested
To perform production acceptance testing and provide feedback to vendor / IT
To obtain sign offs from seniors on the testing documentation for production movement
Leading Private Sector Bank