Support Manager

Gurugram , India
RBS
Ref: 64556 Contract: Full-Time Posted:

This job posting is no longer active

The Role

If your expertise lies in managing technical support in the investment banking domain, a position as Support Manager is ideal for you. In this role, you will be responsible for building a satisfied customer base by pro-actively managing escalations, ensuring timely turnaround of user queries though prompt and effective communication and reporting.

To qualify for this role, you need to have at least twelve years of relevant industry experience.

What the Business Does

This role is based in the CIB, Risk reporting to the Head of Risk Trading.

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 Support Manager, you will be required to:

  • 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 third 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

  • Make sure that any external incidents that directly or indirectly affect their systems are tracked to closure as soon as possible

  • Conceptualise plans for creating support team structure (as required) in line with the global support model and work towards implementing the same

Skills you need

  • A qualification from an Engineering College, MCA (honours/ 1st class)

  • Support for Microsoft Technologies or Java/C# applications; UNIX skills (shell/Perl scripts and general command line utilities)

  • Knowledge of Enterprise Database preferably Oracle/Sybase; strong analytical skills

  • Strong knowledge of Production Support framework ( e.g. ITIL); Perl Scripting (Desirable)

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 developments are first and 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.

Support Manager

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