Lead Digital Experience Support

<p>Job Title Lead Digital Experience Support&nbsp;</p>
<p>Department Transaction Banking – Digital Experience</p>
<p></p>
<p><strong><ins>Principal Accountabilities</ins></strong></p>
<p><strong>• Team Support – Digital Experience</strong></p>
<p>o Align with Digital Experience Support team to manage &amp; resolve escalated cases related to the Digital Banking Channels</p>
<p>o Identify frequent issues work with Internal Teams/Vendor to get them fixed within agreed SLA</p>
<p>o Monitor team performance and report on metrics</p>
<p>o Publishing Weekly/Monthly MIS of the Support Desk Activities</p>
<p>o Conduct periodic in-house Training for the staff and continuous monitoring and implementation of skill development plan.</p>
<p>o Ensuring timely redressal of the grievance and escalations raised by the support team.</p>
<p><strong>• Customer Onboarding and Support</strong></p>
<p>o Provide UAT onboarding &amp; technical support for bank’s customers to consume Bank’s APIs or for testing Bank’s H2H solution. Support can be through Visits/Phone/Email/Teams or any other channel recommended by Bank/Customer</p>
<p>o Provide functional &amp; technical support for all projects involving APIs/B2B; this includes end-to-end testing support, user acceptance testing, performance and security testing support.</p>
<p>o Perform monitoring activities to ensure uptime for the supported UAT systems,</p>
<p>o Responsible for issue resolution &amp; support in RCA analysis for UAT incidents. Follow proper escalation processes to meet or exceed target resolution timeframes.</p>
<p>o Responsible for emergency response outside of normal business hours as necessary during production implementations, customer issues, system upgrades, etc.</p>
<p>o Maintain &amp; publish implementation tracker to Customer &amp; internal stakeholders for the UAT implementations</p>
<p>o Responsible for creation &amp; maintenance of SOPs/User Manuals/Other documentation that are needed for assisting Customers in UAT onboarding &amp; testing</p>
<p><strong>• Process Alignment &amp; Reporting</strong></p>
<p>o Align and develop digital experience support strategy in line with business strategy.</p>
<p>o Track Adherence to defined processes &amp; ensure minimal deviation</p>
<p>o Define SOPs for handling recurring issues</p>
<p>o Track SLAs for the different applications supported by Digital Experience Team</p>
<p>o Proactively look for ways to solve Digital Banking problems and to improve Digital Banking processes, reporting, etc.</p>
<p>o Closely work with technology team to ensure continuity of Digital Banking channels &amp; plan for key Customer management during planned/unplanned system downtimes</p>
<p>o Perform market research to stay abreast of the rapidly evolving Digital Banking space &amp; recommend improvement areas in Digital Banking product and support.</p>
<p><strong>• Stakeholder Management</strong></p>
<p>o Meeting Priority Customer for Service Feedback</p>
<p>o Weekly meetings with IT/Vendor for Issue Management &amp; SLA tracking</p>
<p>o Fortnightly meetings with COPS for Issue Management &amp; SLA tracking</p>
<p>o Publishing MoM of the stakeholder meetings &amp; closure of actionable items</p>
<p>o Align with Customer Experience team for understanding Customer issue patterns &amp; resolving them.</p>
<p><strong>• Test Management</strong></p>
<p>o Manage bug fix delivery within set timeliness and with required effectiveness and efficiency</p>
<p>o UAT Test Cases &amp; Test Execution Verification</p>
<p>o Go-live Sanity Support</p>
<p>o Trainings</p>
<p><strong>• Other Responsibilities</strong></p>
<p>o Complete all assigned HR trainings &amp; learning tasks</p>
<p>o Actively participate in all Internal Team Trainings</p>
<p>o Prepare training programs/manuals for new member onboarding</p>
<p><strong><ins>Job Skill Requirements</ins></strong></p>
<p><strong>Qualifications</strong></p>
<p>1. Requires Bachelor degree in Computer Science, Information Technology or other engineering discipline.</p>
<p>2. Desired</p>
<p>a. Professional Certification on IBM DataPower/App Connect Enterprise</p>
<p>b. Other relevant technology professional certifications</p>
<p><strong>Experience</strong></p>
<p>▪ Experience of 10-12 years in Online Banking with domain knowledge of Payment &amp; e-Collection process</p>
<p>▪ Extensive knowledge and experience in API (RESTful) and Web Services (SOAP) design, development and testing</p>
<p>▪ Experience in Open API and Open Banking solution development will be a strong advantage</p>
<p><strong>Other skills and Abilities</strong></p>
<p>▪ Good knowledge of Unix/Linux systems, Banking applications &amp; RDBMS databases</p>
<p>▪ Working knowledge of java-based opensource &amp; API technologies.</p>
<p>▪ Demonstrated ability to communicate effectively in both oral &amp; written form.</p>
<p>▪ A clear and practical understanding and experience integrating technical services which support applications and users in the organization;</p>
<p>▪ Experience communicating by phone and face-to face with customers collecting implementation details, implementing solutions, and providing technical support</p>
<p><strong>Interpersonal skills</strong></p>
<p>▪ Ability to establish confidence, rapport and foster cooperative relationships with business &amp; coworkers. Comfortable initiating regular business contacts.</p>