Key Tasks and Duties
 Lead eChannel projects and application changes technically.
 Apply knowledge of OCR (Optical Character Recognition) processes.
 Support SIT, UAT, Security Testing, and Performance Testing.
 Handle data migration and application/server upgrades when applicable.
 Manage project tracking, implementation, and go-live support.
 Understand and resolve system issues and identify improvements.
 Create Test Strategy and Architecture documents.
 Provide post-production support.
 Maintain high standards in project management across multiple streams.
 Ensure compliance with development/change/security/access procedures.
 Stay updated on emerging technology trends and proactively monitor systems.
 Recommend strategies and technologies for new eChannel systems.
 Align IT solutions with changing business needs.
 Ensure effective task distribution within the team.
 Promote best practices in system development and enhancement.
 Collaborate with internal IT sections for issue resolution.
 Provide progress updates and ensure timely, high-quality deliverables.
 Take corrective/preventive actions when issues arise.
 Contribute to continuous improvement of the support team.
 Ensure compliance with audit and risk standards.

System Maintenance:
 Maintain availability of eChannels test environments.
 Perform application maintenance and root cause analysis of issues.
System Enhancements:
 Set project milestones and coordinate across IT groups and vendors.
 Review architecture, design, and technical documentation.
 Research and recommend new technologies.
Projects:
 Advise digital transformation and change management teams on eChannels-related
projects.

Qualification
 Bachelor’s degree in Computer Science, Information Technology, or related field.
 Good academic background with strong domain knowledge in banking eChannels
systems.

Key Tasks and Duties
Command Center Monitoring & Operations:
 Operate within the Command Center as part of a 24×7 rotating shift team.
 Monitor IT infrastructure and services using tools like Dynatrace, SolarWinds, Grafana,
Riverbed NPM, etc.
 Ensure all monitoring and observability tools function without disruption.
 Follow pre-defined escalation protocols for anomalies, alerts, or failures.
 Maintain shift logs and handover reports, ensuring accurate communication across
shifts.
 Execute runbooks and predefined recovery procedures when needed.
 Contact appropriate support and vendor teams in case of verified incidents.
Incident Management:
 Validate, assess, classify, and manage all IT-related incidents.
 Take ownership of Major Incidents, ensuring timely escalation and communication.
 Lead crisis calls and coordinate war-room activities.
 Provide regular incident updates to stakeholders, management, and end-users.
 Support incident resolution by working closely with L2/L3 teams, SMEs, and vendors.
 Track open issues and ensure adherence to SLA timelines for resolution.
 Ensure proper incident documentation in internal and vendor tracking systems.
 Participate in Root Cause Analysis (RCA) and implement corrective actions.

Reporting & Governance:
 Assist in preparing daily/weekly/monthly incident trend reports.
 Support historical data analysis from monitoring tools for problem and trend
identification.
 Participate in post-incident reviews and document lessons learned.
 Track progress of follow-ups and improvement actions resulting from incidents.
 Ensure compliance with audit, risk management, and change management policies.
Enhancements & Projects:
 Support enhancements to monitoring tools and observability systems.
 Collaborate with change/digital transformation teams for technology upgrades.
 Research and recommend modern monitoring strategies or tools.
 Maintain a knowledge library of SOPs, alerts, use cases, and response strategies.

Qualification
Bachelor’s degree in Information Technology or related field.