Job Description

• Understanding of Pega frameworks for different industries and hands on experience on few of them
• Understanding on Pega Applications platform
• PCSA (PEGA Certified Systems Architect); preferred PCSSA (Pega Certified Senior System Architect) on Pega version 7.x or 8.x
• Knowledge on ITIL (Incident/Change/Problem/Release/Deployment Management)
• Work with team for any application enhancement, releases and deployments
• Work on Creating and updating the Application Runbooks and others
• Knowledge in tools like Octopus/Team City, Share Point, Confluence
• Good hands in Ticketing tools like Jira, My Service, Service Now.
• Excellent customer interfacing skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and outstanding analytical and Problem-solving skills.
• Strong analytical and problem-solving skills and the ability to quickly differentiate between problems caused by hardware, operating systems software, application programs
• Understand the Severity and Criticality of the issue and work on priority
• Work with other depend teams across and provide solutions for the issues encountered

Undertake any other tasks assigned by your manager that you have the capability to perform safely. (NOTE: All tasks assigned and carried out must be performed in accordance with all relevant internal Bank policies and external regulatory requirements).

Role specific responsibilities:

Service management

• Ensure all initiatives meet the minimum Service Management process requirements
• Act as an interface between the Customer with IT&T vendors, service providers and system owners.
• Act as escalation point for Business and IT Service providers
• Represent Business customers from an IT&T perspective in teleconferences and meetings.
• Function as the primary escalation point for Infrastructure vendors and ITSMO delivery of Incident Management and Service Request services.
• Engage Business customers and related projects to on-board new applications to the appropriate support models.

Incident/ Problem management

• Minimise high priority incident durations and impacts; Ensure incidents receive correct priority ratings
• Minimise high priority incident volumes
• Minimise repeat and recurring high priority incidents
• Ensure problems and corrective actions receive correct priority ratings
• Facilitate problem outcomes with service providers
• Conduct Problem Reviews with Service Owners and System Managers

Change and Configuration management

• Provide a coordination point for major change and release activities
• Identify issues, risks with Changes and Releases and facilitate resolution of these
• Conduct PIRs for failed Changes
• Ensure all changes records meet internal/external audit requirements
• Manage review and correction of CI inaccuracies
• Manage CI audits
• Provide CMDB support to major projects
• Provide process specific coaching to Configuration Librarians and Service Owners
• Monitor and maintain Configuration Librarian access to CMDB