Lead Support Professional

The Business

The Role

 

To partner with the business and provide value add support in relation to business performance, budgeting, new product development, valuation, capital, funding and balance sheet management.

To ensure the maintenance of control and governance over the trading books and records of CIB for the purposes of Credit risk reporting internally to the Credit business, Risk managers and senior Firm management

To qualify for this role, you need to have a good understanding of Service Management disciplines (ITIL) such as Incident, Problem, Change, IT Continuity and Capacity.

What the Business Do

Risk Technology provides global IT solutions to Market and Trading Book Credit Risk, Regulatory and Core Credit Risk within RBS. This includes support of existing systems, small enhancements to those systems as well as larger-scale projects. This role is to provide technology and people leadership Production Technical Support for a suite of applications within Credit Risk technology.

 

Your Responsibilities

As Lead Support Professional, you will have to provide technical leadership and direction in support of IT systems that use technologies like Unix and Oracle. Your responsibilities will include:

  • Build a satisfied customer base by pro-actively managing escalations, ensuring timely turnaround of user queries though prompt and effective communication and reporting.

  • Achieve a more productive environment by leading process evaluation, suggesting and implementing solutions which will enhance application efficiency.

  • Undertake Root Cause Analysis (RCA) to determine the origin of complex problems, for both application and batch issues, escalating to 3rd Level support resource within Application Development, when the situation requires.

  • Manage production change and own change review board activities for smooth deliveries, ensuring proper engagement and communication to relevant stakeholders.

  • Manage post review meetings and drive the improvements/gaps out of the review.

 

Skills you need

  • Strong knowledge of Production Support framework ( e.g. ITIL)

  • Incident and recovery management skills

  • UNIX skills (shell/Perl scripts and general command line utilities)

  • Sybase/SQL Server/ Oracle PL SQL , stored procedures, debugging

  • Support for Microsoft Technologies or Java applications

  • Strong analytical skills

  • Strong knowledge of Production Support framework ( e.g. ITIL)

 

Why RBS?

RBS doesn’t just provide you with an exciting work and a generous pay package. We take pride in ensuring your personal and professional development are first & foremost. You will have access to a range of development and learning programs, services and support designed to help you manage and balance your work/life priorities.

 

Whether its retirement planning, supporting a charity close to your heart or taking care of your well-being, RBS makes sure you are taken care of. For more information on our benefits, please visit our website.

 

At RBS, our purpose is to serve customers well. We serve around 24 million customers across the globe, and our aim is to consistently meet their needs wherever they find us.  Our ambition is to become the UK’s number-one bank for customer trust, service and advocacy by 2020. Our global workforce is integral to helping us achieve this goal.

 

With colleagues across 5 main states, and connected across-the-globe by common values and a unified ambition, RBS India delivers vital bank functions that help us offer truly round-the-clock support to our UK customers, and 24/7 banking to our international customers.

 

RBS welcomes applications from all sections of the community.

 
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