Manager, GT-TSS, SC L2 Support (Sterling Commerce & MFT Production Support)

Job Purpose .

IBM Sterling Commerce & MFT Axway - Production Support : Providing 1st and 2nd level support for external and internal system files transfer. Responsible for indepth analysis, diagnosis, troubleshooting and providing solution issues or escalate to technical batch software developer or vendor.

Key Responsibilities .

• Provide 24 x 7 standby support for production environment
• Monitor all alerts and take necessary actions
• Coordinate with various teams (internal and external) and raise support tickets and assist in production issues.Change Management and Build/Code Release Deployment.Incidents Escalation

Job Specification .

SLA Management

• Manage timeline for incidents and issues reported
• Manage response times for Sterling Commerce services to make sure it is within agreed SLA
• Address any issues related to SLA breach due to environment or capacity

Support and Prepare RCA

• Filter the request for compliance to be classified as an Incident
• Determine which component of the IT system is impacted
• Log and track the Incident record
• Resolve Incident and, update the Workaround Register regarding any new Workarounds implemented
• Update the Incident record based on investigation and resolution
• Escalate and Engage 3rd level support if necessary

Capacity Management

• Ensure Production/DR server capacity meets in health state and monitor system alerts

Risk Management

• Evaluate all changes introduced to production environment and identify any operational or technical risk
• Highlight identified risks to management and track it until it is addressed

Environment Management

• Make sure all software and hardware are inventoried. Software upgrades are taken care to address end of supports
• Environments are locked and only authorized personal can make change
• Ensure environments are having standardized configuration
• Ensure up-to-date back-ups are available for all environments

Change Management

• Handle Change Management request and assure all sign off obtain for approval

Build and Release - deployment will be on weekend

• Handle package build requests and assure system control version
• Manage internal releases in line with Bank's software release schedule

• Handle Customer Onboarding setup

DR/BCP

• Ensure DR environment is up-to-date with production
• Participate in DR Drills
• Ensure system is adhered to Bank's DR Policy

Reporting Requirements.Prepare weekly and monthly report on system health

Qualifications

(Basic Degree/Diploma etc)

Professional Qualification and/or Regulatory, Licensing requirements

Minimum 5 to 10 years experience in IT

Relevant Work Experience

Required Competencies and Skills .

Competencies/Skills

(Essential to succeed in this job)

• Technical/Functional skills
• Preferable IT background
• Personal skills (Soft Competencies [Core/Leadership])